Customer Support Executive (Voice Process)

Job Description

Customer Support Executive (Voice Process) will be a primary representative of Niftel Communications, responsible for providing exceptional verbal support and conflict resolution to the company’s diverse global clientele across the finance, insurance, claims, and energy sectors. This crucial BPO/ITES role requires an articulate and professional individual to handle a high volume of inbound and outbound calls, quickly diagnosing client issues, offering accurate solutions, and ensuring a positive customer experience. The Executive will be key in maintaining Niftel’s reputation for quality service in the UK, US, and India markets, requiring superior active listening skills and strong verbal communication to de-escalate situations and drive customer satisfaction.

Key Responsibilities
Telephonic Support: Handle high-volume inbound and outbound customer calls, providing clear, concise, and professional verbal support for queries and issues related to finance, insurance, claims, or energy services.

First-Call Resolution (FCR): Strive to resolve customer issues effectively on the first contact, leveraging internal knowledge bases and established service protocols.

Active Listening & De-escalation: Apply superior active listening skills to understand complex client needs and professionally de-escalate sensitive situations to maintain customer goodwill.

Documentation & Logging: Accurately document all customer interactions, call outcomes, and necessary follow-up actions in the Customer Relationship Management (CRM) system.

Compliance & Quality: Adhere to all quality assurance standards, call scripts (where applicable), and compliance guidelines relevant to the multinational nature of the business.

Feedback & Process Improvement: Identify recurring customer issues and contribute insights to management that can help improve BPO/ITES processes and service delivery.