Full Description
Take the Lead role in Outsourcing in Semi-Voice Process
Job Description
The Semi-Voice Process Executive performs a hybrid job that blends written technical or customer support with spoken communication. In contrast to pure voice or non-voice roles, this role necessitates a smooth transition between managing back-end duties like data entry, email correspondence, and chat assistance, as well as conducting live calls. Calls for verification or complicated problem-solving will take up a portion of your time (usually 40–60%), with the remaining time being devoted to processing requests through digital channels. This position is perfect for people who are adaptable, have good language abilities, and feel at ease multitasking in a hectic setting.
Responsibilities
Hybrid help: To address consumer inquiries, strike a balance between text-based help and incoming and outgoing calls.
Transaction Processing: Oversee back-office activities after a consumer encounter, such as order fulfillment, data validation, or account modifications.
Customer Verification: Make quick outgoing calls to confirm information, approve transactions, or inquire about outstanding paperwork.
/>Problem Solving: Log every interaction in the CRM system and use internal knowledge bases to offer precise solutions.
Documentation: Keep thorough written records of customer instances, making sure that all external interactions are clear and use proper grammar.
Managing several chat windows at once while yet being able to jump on a call if a situation calls for vocal escalation is known as multitasking.
SLA Compliance: Achieve team and individual goals for First Contact Resolution for emails and Average Handling Time for calls.
Skills:
Versatility: The capacity to swiftly transition between speech and typing without sacrificing accuracy.
Linguistic Proficiency: Proficiency in professional writing and clear vocal communication in English (and/or regional languages).
Technical aptitude includes the ability to effectively navigate different software screens and familiarity with CRM technologies.
Typing and Accuracy: Focus on "First-Time Right" data entry, with a minimum typing speed of 30 to 35 WPM.
We invite you to apply and explore this exciting opportunity!
Warm Regards,
HR - Maria
88708 33430
infohrmaria04@gmail.com