Voice Support / BPO Job Description Template
As a Voice Support Specialist in our BPO department, you will handle inbound and outbound calls to assist customers with their inquiries, issues, and service requests. You will act as the primary point of contact, delivering timely and accurate information, ensuring customer satisfaction, and adhering to company policies and procedures.
Responsibilities
- Handle inbound and outbound customer calls
- Resolve customer inquiries and issues promptly
- Provide accurate information about products and services
- Update and document customer interactions in the system
- Collaborate with other departments to resolve complex issues
- Meet or exceed performance metrics and KPIs
- Adhere to company policies and compliance guidelines
- Participate in training and development programs
Qualifications
- High school diploma or equivalent; college degree preferred
- Previous experience in a customer service or BPO environment
- Excellent verbal and written communication skills
- Proven problem-solving abilities
- Strong attention to detail
- Ability to work in a fast-paced environment
- Proficiency in using customer service software and tools
- Flexibility to work in shifts, including nights and weekends
Skills
- Customer Relationship Management (CRM) software
- Microsoft Office Suite
- Multitasking
- Active Listening
- Conflict Resolution
- Time Management
- Data Entry
- Call Center Operations
Frequently Asked Questions
A Voice Support/BPO professional is responsible for handling incoming and outgoing customer calls, resolving queries, providing support, and ensuring customer satisfaction. They work in call centers or BPO companies, using scripts, CRM software, and communication skills to address customer needs promptly and efficiently. They may also escalate issues if necessary.
To become a Voice Support/BPO professional, one typically needs a high school diploma or equivalent, along with excellent communication skills. Familiarity with customer service principles and experience in call handling can be beneficial. Many companies provide on-the-job training and might require proficiency in certain languages, depending on the role.
The average salary for a Voice Support/BPO professional varies based on location, experience, and the company. Entry-level positions may receive lower compensation, while experienced professionals can earn more. Salaries may include additional benefits such as healthcare, bonuses, or performance incentives, which can impact total earnings.
Qualifications for a Voice Support/BPO role typically include a high school diploma, strong verbal communication skills, and the ability to work in a team environment. Some roles might require knowledge of specific software or industry-related experience. Companies look for candidates with a customer-oriented approach and problem-solving capabilities.
Skills required for a Voice Support/BPO professional include active listening, empathy, effective communication, and problem-solving. Their responsibilities involve managing customer interactions, providing accurate information, and maintaining customer records. They must also follow company protocols, handle complaints, and strive for high customer satisfaction.