Process Executive (Voice) - TL

The Process Executive – Voice is responsible for handling inbound and outbound customer calls, resolving queries, providing accurate information and ensuring customer satisfaction. The role demands strong communication skills, problem-solving ability and a customer-first approach.

Job Description:

Key Responsibilities

1. Handle escalated queries and complex customer calls efficiently.
2. Provide support and guidance to freshman executives on call handling.
3. Ensure adherence to quality benchmarks, call scripts and SOP updates.
4. Analyze customer issues, identify patterns and recommend improvements.
5. Coordinate with internal departments for issue resolution.
6. Prepare basic reports on call performance, customer satisfaction and service metrics.

Required Skills

1. Strong command over spoken communication with neutral accent.
2. Expertise in customer service, conflict management and problem resolution.
3. Good knowledge of call-center tools, CRM platforms and ticketing systems.
4. Ability to mentor junior agents and manage moderate call escalations.
5. Strong analytical and reporting capability.

Who Can Apply

1. Professionals with 3–5 years of experience in voice-based BPO/customer service.
2. Candidates experienced in handling escalations and complex interactions.
3. Individuals with exposure to service delivery and team support roles.