Trainee-Voice

Job Summary

Responsible for responding to customer inquiries and complaints regarding accounts records, billings, contract managements renewals and cancelations. Answers and initiates a variety of real-time inbound and outbound voice-based communications in English to support customer care. Provides real time expertise and customer service support to client’s customers. They are required to meet all performance indicators established as part of the operation and other operational metrics as needed. Scope:

• Internal/External Interfaces:
• • Customers, other Customer Service Agents, Subject Matter experts, trainers, Quality

analyst Team Leaders, Managers. Major

Key Responsibilities

Responds to telephone inquiries and complaints using standard scripts and procedures.

• Gathers information, research/resolves inquiries and logs customer calls.
• Communicates appropriate options for resolution in a timely manner.
• Informs customers about services available and assesses customer needs
• Makes recommendations to customer based on the inquiry and what the company

guidelines allow.

• Minimize call escalation through effective communication and knowledge of

company’s policies and procedures.

Skill Requirements

Other Requirements