We are looking for a confident and customer-focused professional to manage inbound voice calls from customers (international process). The role involves understanding customer concerns, providing accurate information, resolving issues efficiently, and ensuring an excellent customer experience while meeting defined quality, productivity, and compliance standards.

Key Responsibilities

• Handle inbound customer calls in a professional, courteous, and efficient manner.
• Understand customer requirements and provide appropriate solutions or information during live calls.
• Maintain high call quality standards, including tone, clarity, pronunciation, grammar, and active listening.
• Meet daily, weekly, and monthly targets for call volume, average handling time (AHT), first call resolution (FCR), and customer satisfaction (CSAT).
• Accurately document call details, customer interactions, and resolutions in the CRM syst...