Blended Process

Key Responsibilities:

Voice Support (Inbound/Outbound):

• Answer customer calls promptly and professionally.
• Resolve queries related to products, services, or orders.
• Provide product/service information clearly and accurately.

Non-Voice Support (Email/Chat):

• Respond to customer queries via email, live chat, or CRM systems.
• Handle complaints, process orders, and update customer records.
• Ensure timely and accurate responses to customer concerns.

Customer Relationship Management:

• Maintain a positive, empathetic, and professional tone in all interactions.
• Follow up with customers to ensure resolution and satisfaction.
• Build strong rapport with customers to promote brand loyalty.

Process & Quality Adherence:

• Log all customer interactions accurately in CRM tools.
• Follow SOPs and quality guidelines.
• Meet or exceed performance metrics such as CSAT, AHT, FCR, and TAT.

Required Qualifications:

• Education:
• 12th Pass or Graduate in any stream.
• Experience:
• 0–2 years in BPO/KPO/customer service (voice or blended process).
• Freshers with good communication skills are encouraged to apply.
• Skills:
• Strong verbal and written English communication.
• Typing speed of 30+ WPM with accuracy.
• Ability to work under pressure and handle multiple tasks simultaneously.
• Familiarity with CRM tools (preferred).