Walk-in || Bpo Executive

Role

In a BPO setting, customer support and process associates handle frontline client communications, process operational workflows, and ensure SLA (Service Level Agreement) targets are met.

Key Responsibilities

• Customer Interaction: Manage incoming and outgoing calls, live chats, or emails to address client queries, resolve complaints, and provide technical or administrative support.
• Issue Resolution & Escalation: Troubleshoot standard technical or service-related issues independently and escalate complex edge cases to specialized teams or team leaders.
• Data Entry & Documentation: Record accurate logs of customer interactions, transactions, and feedback within the CRM system (e.g., Salesforce, Zendesk).
• Performance Metrics Management: Achieve key operational targets, including Average Handling Time (AHT), First Call Resolution (FCR), Customer Satisfaction (CSAT) scores, and Quality Assurance (QA) standards.
• Process Adherence: Strictly follow client guidelines, internal operational standard operating procedures (SOPs), and data privacy regulations (e.g., GDPR, HIPAA).