International Voice Process Executives

Key Responsibilities: 

Handle INBOUND queries from US and UK customers on call or chat

• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)  

• Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer 

• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer

• Greet customers in a courteous, friendly, and professional manner using agreed upon procedures

• Maintain basic knowledge of client products and/or services

• Prepare complete and accurate work including appropriately notating accounts as required

• Participate in activities designed to improve customer satisfaction and business performance

• Track, document and retrieve information in call tracking database

• Respond to customer inquiries by referring them to published materials, secondary sources or more senior staff