Semi Voice Executive Customer Queries & Documentation by GS Infotech

Semi Voice Executive Customer Queries & Documentation Job Description The operations team 's "Hybrid Communication Specialist " is the Semi-Voice Process Executive. Managing a healthy mix of written and vocal customer interactions is your main responsibility. You will frequently switch between answering calls and managing back-office duties including data processing, email, and chat. You take on the role of the "Versatile Problem Solver, " able to transition seamlessly between in-person discussions and thorough documentation. The ideal applicant is a flexible professional with a "Dual-Focus " mentality who has the grammatical accuracy needed for written help and the conversational clarity needed for calls. Responsibilities Blended Communication: Based on real-time volume, oversee a combined workflow of incoming and outgoing calls as well as non-voice duties emails, chat, or ticketing. Resolution of Questions: For urgent problems, respond to client concerns verbally and provide thorough written confirmation or supporting documents. Data Accuracy: Update the CRM with precise and succinct "call notes " and status updates to ensure that all audio conversations are meticulously documented. Back-Office Support: Conduct technical troubleshooting or research in between conversations to offer customers complete solutions. SLA & AHT Management: Balance "Average Handling Time " AHT on calls with the quality of written output to achieve overall Service Level Agreements. Customer education: Send consumers useful links via chat or email while also guiding them through product features or portal navigation over the phone. Skills: Verbal Clarity: Neutral accent, professional, helpful tone, and strong spoken English or the necessary regional language. Written Proficiency: Excellent writing and grammatical abilities for business emails and chat conversations. Cognitive Flexibility: The capacity to swiftly and effectively transition between several communication modalities text versus voice. Active Listening: The ability to navigate internal databases while concurrently recording important information during a call. technological troubleshooting: The capacity to identify fundamental technological or process-related problems and provide a clear explanation to the client. Computer literacy includes familiarity with CRM software such as Salesforce, Oracle, or Zendesk and mastery of Microsoft Office. We invite you to apply and explore this exciting opportunity Warm Regards, HR - Maria