Tech Mahindra Job Recruitment 2023 | Hiring For International Voice and Chat Process

Responsibilities:

Job responsibilities for a position in International Voice and Chat Process may include a combination of customer service, communication, and technical skills. Here’s a sample list of responsibilities for such a role:

1. Customer Interaction:
   • Handle inbound and outbound calls in a professional and customer-centric manner.
   • Respond to customer inquiries, concerns, and issues via phone and chat.
   • Provide information and assistance to customers regarding products or services.
2. Communication Skills:
   • Communicate effectively and clearly with customers, colleagues, and other teams.
   • Utilize active listening to understand customer needs and concerns.
3. Problem Resolution:
   • Identify and resolve customer issues promptly and effectively.
   • Troubleshoot problems, provide solutions, and escalate issues as needed.
4. Product Knowledge:
   • Develop a deep understanding of the company’s products or services.
   • Stay updated on product knowledge and industry trends to better assist customers.
5. Multitasking:
   • Handle multiple customer interactions simultaneously, balancing phone and chat conversations.
6. Documentation:
   • Document all customer interactions accurately and comprehensively in the company’s database or CRM system.
7. Quality Assurance:
   • Adhere to established quality standards and service levels.
   • Strive to meet or exceed performance metrics related to customer satisfaction and resolution times.
8. Team Collaboration:
   • Collaborate with team members and other departments to address customer needs.
   • Share insights and feedback to improve overall customer experience.
9. Adaptability:
   • Adapt to changes in processes, policies, or procedures.
   • Handle challenging or stressful situations with composure and professionalism.
10. Continuous Improvement:
    • Actively participate in training sessions and workshops to enhance skills.
    • Provide feedback on processes and suggest improvements to enhance efficiency and customer satisfaction.
11. Compliance:
    • Adhere to company policies, procedures, and compliance standards.
    • Ensure that customer interactions align with legal and regulatory requirements.
12. Shift Flexibility:
    • Be open to working in a rotational shift environment, including evenings, weekends, and holidays.