Voice Support (International) 12D25

The role of Voice Support in an international setting is a critical position within any global organization, responsible for engaging with customers from various parts of the world via voice communication channels. This role demands a dynamic individual with excellent communication skills, cultural sensitivity, and the ability to navigate complex customer interactions effectively. A Voice Support professional is often the first point of contact for customers needing assistance or information, making the role crucial for maintaining company reputation and customer satisfaction. The ideal candidate will possess exceptional problem-solving abilities, patience, and a knack for understanding diverse customer needs. This role is an opportunity to contribute significantly to the company's customer service strategy by ensuring seamless international communication and support.

Responsibilities

• Provide real-time voice support to international customers, addressing their queries and concerns.
• Maintain detailed records of customer interactions to ensure accurate service follow-up.
• Resolve product or service problems by clarifying customer complaints.
• Guide customers through the process of troubleshooting product or service issues.
• Communicate customer feedback to relevant departments for continuous improvement.
• Escalate unresolved issues to higher-ups in a timely manner for efficient problem resolution.
• Analyze customer needs to provide appropriate support and recommendations wherever necessary.
• Demonstrate a high degree of empathy and professionalism in all customer interactions.
• Manage multiple customer interactions simultaneously while maintaining a calm and composed demeanor.
• Contribute to the development of internal guidelines for effective voice support practices.
• Ensure compliance with international customer service standards and protocols.
• Participate in training and development opportunities to enhance skills in voice support.

Requirements

• Proven experience in a voice support or customer service role, preferably international.
• Excellent verbal communication skills in English; additional languages a plus.
• Strong problem-solving skills with the ability to adapt to different scenarios.
• Ability to work under pressure while maintaining high service standards.
• Familiarity with customer relationship management (CRM) software is advantageous.
• High level of cultural awareness and sensitivity to diverse customer backgrounds.
• Willingness to work different shifts including nights, weekends, and holidays.