BPO - Customer Service Executive
Posted Updated 4
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Description
Job Summary:
We are looking for a dynamic and customer-focused BPO Executive to join our team. The ideal candidate will handle customer interactions (voice or non-voice), resolve queries, and ensure a high level of service quality and customer satisfaction. This role may involve inbound or outbound communication across domestic or international processes.
Key Responsibilities:
- Handle customer queries via phone, email, chat, or ticketing systems (based on process type).
- Provide accurate, valid, and complete information using the right tools and methods.
- Resolve customer complaints with patience and professionalism.
- Meet performance targets including quality, customer satisfaction, and productivity.
- Maintain customer records and process documentation accurately.
- Follow communication procedures, guidelines, and policies.
- Collaborate with internal teams to improve customer service.
- Escalate unresolved issues to the appropriate internal teams.
Requirements
Requirements:
- Education: High school diploma or equivalent. Bachelor’s degree preferred.
- Experience: Prior experience in a BPO or customer support environment is an advantage.
- Skills:
- Excellent verbal and written communication skills.
- Good listening and problem-solving abilities.
- Ability to multitask and manage time effectively.
- Basic computer proficiency (MS Office, CRM tools, etc.).
- Flexibility to work in shifts, including night shifts (if required).
- Strong interpersonal skills and a customer-oriented mindset.
Preferred Qualifications:
- Experience in [voice / non-voice / technical / sales / inbound / outbound] process.
- Familiarity with international calling protocols (for international BPO roles).
- Multilingual skills are a plus.
Benefits
Benefits:
- Competitive salary and incentives.
- Performance-based bonuses.
- Health insurance and other employee benefits.
- On-the-job training and career growth opportunities.