Contract- Customer Care Executive (Voice)

Key responsibilities and roles associated with this position: Customer Interactions Ability to effectively manage customer interactions across multiple communication channels, with a primary focus on voice-based customer support : • Inbound Calls (Primary Channel): Handle incoming customer calls promptly and professionally, addressing inquiries, concerns, requests, and complaints while delivering a positive customer experience. • Outbound Calls: Conduct outbound calls for follow-ups, issue resolution, service updates, information verification, surveys, or other customer service-related activities as required. • Email and Live Chat (As Required): Manage and respond to customer inquiries received through email and digital channels in a timely, accurate, and professional manner. • Problem Resolution • Handle complex or high-value customer interactions. • Ensure that customer enquiries are resolved accurately, effectively and efficiently • Maintain a positive and empathetic approach in all customer interactions • Product / Service Knowledge • Proactively, develop strong understanding of the products and services offered by Income to provide accurate information to customers • Ensure to stay updated about product updates, process changes and new promotions. • Performance Management Managing time efficiently to meet key performance indicators and service level agreements (SLAs) and ensure timely responses to customer inquiries. • Strong Communication Skills • Must be able to communicate clearly and effectively, both verbally and in writing, to ensure customers understand the information provided. • Multi-tasking • Need to handle multiple task simultaneously, such as navigating systems, updating customer records, create ticket for escalation and address customer enquiries • Technical Skills • Educating customers about products, services, and self-service options so that they are able to find solutions independently when possible. • Being proficient in the use of contact center systems, including phone systems, customer relationship management (CRM) software, and other tools necessary for the role. • Compliance • Adhere to company policies and procedures as well as legal and regulatory requirements during customer interactions. • Team Collaboration • Collaborate with peers and other team members to review and improve on work process and resolve challenging issues.