Customer Support (Voice Process)
Job Description
Customer Support Executive (Voice Process) will be a highly professional and articulate representative, responsible for elevating customer experiences by providing expert, efficient, and tailored verbal support across We Win Limited’s specialized service lines, including GovTech solutions and workforce analytics. This role demands an individual with excellent telephonic etiquette and problem-solving skills to handle inbound and outbound calls, diagnose client issues related to Global Capability Centers (GCCs), and ensure swift resolution. The Executive will be key in maintaining the organization’s three-decade legacy of excellence and trust by offering personalized, cutting-edge support that transforms business operations.
Key Responsibilities
- Telephonic Service Delivery: Manage a high volume of inbound and outbound customer calls, ensuring high-quality, professional, and efficient verbal support.
- Problem Diagnosis: Quickly diagnose and troubleshoot complex customer issues related to specialized services like GovTech platforms and workforce analytics tools.
- FCR & Quality: Strive for high First-Call Resolution (FCR) rates while adhering to strict quality assurance standards and service level agreements (SLAs).
- Documentation: Accurately log all customer interactions, detailed issue reports, and resolution steps within the Customer Relationship Management (CRM) system.
- Collaboration & Escalation: Collaborate effectively with technical teams and subject matter experts, escalating complex issues with comprehensive documentation for rapid resolution.
- Customer Education: Guide clients and users through solution implementation, platform features, and best practices to maximize the value of We Win Limited’s offerings.
