Senior Customer Service Executive - Voice Process

Job Summary

We are seeking a proactive and customer-focused Senior Customer Service Executive (Voice Process) to manage customer interactions, resolve queries efficiently, and deliver exceptional customer experiences.

The ideal candidate should possess strong communication skills, problem-solving abilities, and experience handling inbound and outbound customer calls while mentoring junior customer service executives.

Key Responsibilities

• Handle inbound and outbound customer calls professionally and efficiently
• Resolve customer queries, complaints, and service requests within defined SLAs
• Maintain high levels of customer satisfaction through excellent service delivery
• Escalate complex issues to the appropriate teams and ensure timely resolution
• Monitor and improve customer interaction quality and adherence to processes
• Assist in training and mentoring junior customer service executives
• Maintain accurate records of customer interactions and updates in CRM systems
• Meet individual and team KPIs related to customer satisfaction, quality, and productivity
• Identify recurring customer issues and provide feedback for process improvements
• Ensure compliance with company policies and service standards

Required Skills & Qualifications

• Bachelors degree in any discipline
• 3+ years of experience in a Customer Service / Call Center / Voice Process role
• Excellent verbal and written communication skills in English
• Strong customer handling and conflict resolution skills
• Ability to multitask and work in a fast-paced environment
• Familiarity with CRM tools and customer support software
• Strong analytical and problem-solving abilities
• Leadership skills with experience supporting or guiding team members

Preferred Skills

• Experience in BPO, ITES, E-commerce, Banking, Telecom, or Customer Support environments
• Knowledge of customer experience (CX) best practices
• Ability to handle escalations and critical customer situations effectively

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.