Job Summary:

We are looking for a dedicated and customer-focused Voice Process Executive fluent in Malayalam to handle inbound and/or outbound calls. The role involves resolving customer queries, providing information, and ensuring excellent service delivery.

Key Responsibilities:

• Handle inbound/outbound customer calls in Malayalam (and English/Hindi if required).

• Resolve queries related to products, services, or billing.

• Maintain accurate records of customer interactions in the CRM system.

• Escalate unresolved issues to the appropriate department.

• Follow standard scripts and procedures to maintain consistency and service quality.

• Achieve daily/weekly call targets and maintain performance metrics (quality, AHT, CSAT, etc.).

• Ensure customer satisfaction through professional and courteous communication.