“Job Description For Voice Process”

Job Description for Voice Process

What is a Voice Process?

Voice process is a customer service job that involves communicating with customers by phone or video. It involves customer service agents interacting with clients over the phone via a headset and telephone system. Voice processes are mainly used in customer service for inquiries, order placement, trouble-shooting, and other solutions-based tasks.

Job Brief

The job of a voice process entails providing information and offering services to customers. The duties of a voice process employee may include:

• Answering customer enquiries over the phone
• Handling customer complaints and resolving issues and conflicts
• Providing customer support and guidance
• Promoting the company’s products and services
• Engaging customers in positive conversations
• Upselling other products to customers

Responsibilities

• Handle incoming calls or chats to address customer queries
• Identify customer needs and determine solutions
• Offer accurate information about products and services
• Respond to customer complaints and develop solutions
• Record details of customer interactions, transactions, inquiries, and other information
• Update customer information including contact information and purchasing preferences

Requirements & Skills

• Minimum 1-year experience in a customer service role
• Excellent communication and active listening skills
• Demonstrated knowledge of customer service principles and practices
• Proficiency in relevant computer applications such as a CRM system
• Fluency in English (written and spoken)
• Ability to remain calm and level-headed in stressful situations