Executive – International Voice Process

Job Description

InsuranceProcessing(Proctor)- Voice

Qualification Essential: Graduate/Under Graduate

Designation – Team Member

Experience: Minimum 6-12 – Months experience in a BPO, Banking Process, Mortgage/Insurance

Role & Job Description:Executive – International Voice Process

Good Knowledge of Insurance processing (US)
Good Reading Comprehension i.e. ability to read text, understand its meaning and process it
Excellent Verbal & Written communication with neutral accent.
Must have prior experience in international calling, preferable US.
Domain expert inInsurance- USA.
Computer skills Windows OS, MS office 2003,Image Applications, Etc.
Should understand customer Quality & productivity expectations
Flexible for Shift rotations and 5 days a week working if required should support on weekends (Saturday and Sunday). No Indian Holidays
Should be able to perform in multiple processes
Good Typing Skills ( 30/35 words per minute)
Language Expertise:

Good written & verbal English communication skills
Excellent comprehension of written English, documents
Important Note:

1. Both the ways transportation is provided.

2. 5 days (Mon – Fri ) WFO.

3. US Shift timings only. (6 pm – 3am).

More Info
Role:
Customer Service Executive (Voice)

Industry:
Insurance, Call Center

Function:
Customer Service/Call Centre/BPO

Job Type:
Permanent Job

About Coforge :

A Leading Employer for Executive – International Voice Process Roles

Coforge, a global leader in IT services and digital transformation, is not only known for its cutting-edge technology solutions but also for offering a diverse range of career opportunities in various domains. One such domain where Coforge excels is in providing employment opportunities for the role of Executive – International Voice Process. This position plays a critical part in the company’s customer support and service operations, offering professionals an opportunity to work in a dynamic, fast-paced, and customer-centric environment. With a focus on delivering exceptional customer service to international clients, Coforge’s Executive – International Voice Process role provides numerous growth prospects for individuals with strong communication skills and a passion for helping customers.

Understanding the Role of Executive – International Voice Process at Coforge

The Executive – International Voice Process at Coforge is a vital role that involves direct interaction with customers across the globe. This position is typically designed for individuals who are proficient in spoken English and can effectively communicate with clients from diverse cultural backgrounds. The primary responsibility of an Executive in this role is to handle inbound and outbound customer queries via voice channels, ensuring that customers receive timely and accurate solutions to their issues.

In addition to answering customer calls, the role may also involve troubleshooting problems, providing product or service information, and offering personalized solutions to enhance the customer experience. Executives in the International Voice Process are expected to work in a fast-paced environment where they must manage multiple customer interactions while maintaining a high level of professionalism and empathy.

Coforge places significant emphasis on training and development, ensuring that all employees, particularly those in customer-facing roles, have the necessary skills to handle a wide range of customer concerns. This includes offering specialized training on communication skills, product knowledge, problem-solving techniques, and managing challenging situations. The company’s commitment to empowering its workforce ensures that Executives in the International Voice Process are equipped with the tools and resources to succeed.

Key Responsibilities of an Executive – International Voice Process at Coforge

The Executive – International Voice Process role at Coforge comes with a variety of responsibilities aimed at delivering world-class customer service. Some of the key duties associated with this role include:

1. Handling Customer Calls: Executives are responsible for answering calls from international clients, listening to their concerns, and offering appropriate solutions. This requires excellent listening skills and the ability to communicate effectively and professionally.
2. Resolving Customer Queries: Whether it’s answering questions about a product or service or troubleshooting technical issues, the executive must address customer concerns in a manner that ensures satisfaction and builds trust.
3. Providing Product and Service Information: Executives are expected to have in-depth knowledge of the company’s offerings. They must be able to explain complex information in simple terms, ensuring that customers fully understand the solutions being provided.
4. Maintaining Customer Records: Executives may need to update customer records, track interactions, and follow up on unresolved issues. Keeping accurate records is essential for ensuring continuity of service.
5. Ensuring Customer Satisfaction: The ultimate goal for an Executive in the International Voice Process is to ensure that customers have a positive experience. Executives are encouraged to go above and beyond to resolve issues promptly and efficiently.
6. Achieving Targets: Many roles in the voice process are linked to specific performance metrics such as call handling time, customer satisfaction ratings, and issue resolution rates. Executives are expected to meet or exceed these targets.

Skills and Qualifications for the Role

To be successful in the Executive – International Voice Process at Coforge, candidates should possess certain skills and qualifications:

1. Excellent Communication Skills: Since the role involves direct interaction with international clients, strong verbal communication skills are essential. Executives must be able to speak clearly, listen attentively, and articulate solutions effectively.
2. Problem-Solving Ability: Handling customer queries often requires quick thinking and creative problem-solving. Executives must be able to analyze issues and come up with the best possible solutions in real time.
3. Customer-Centric Mindset: The role demands a customer-first approach, with an emphasis on delivering exceptional service and building lasting relationships with clients.
4. Multitasking Skills: Working in a fast-paced environment requires the ability to manage multiple tasks simultaneously, including handling several customer inquiries at once and meeting performance targets.
5. Technical Proficiency: Basic technical knowledge, especially in the company’s products and services, is essential. Executives must be able to navigate internal systems and troubleshoot technical issues.
6. Cultural Sensitivity: As the role involves interacting with customers from various international markets, understanding cultural nuances and being empathetic to different customer needs is important.

Growth Opportunities at Coforge for Executives

Coforge places a strong focus on employee growth and development. As an Executive – International Voice Process, professionals have the opportunity to advance their careers through various learning and leadership development programs. Coforge encourages internal mobility, allowing employees to explore different roles within the company based on their interests and skills. Whether it’s moving into managerial roles or transitioning to other departments like sales, marketing, or operations, Coforge offers a wide array of career development opportunities for those who excel in their positions.

Conclusion

Coforge’s Executive – International Voice Process role offers an exciting and rewarding career path for individuals looking to make an impact in customer service on a global scale. With a strong focus on innovation, training, and employee growth, Coforge provides its workforce with the tools and opportunities needed to succeed in the fast-paced world of international customer service. If you have a passion for helping others, excellent communication skills, and the desire to work in a dynamic and supportive environment, the Executive – International Voice Process position at Coforge may be the perfect fit for you.