Job Description

Voice Office Operations Representative Job Description

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Job Description

The Voice Office Operations Representative is responsible for answering inbound phone calls related to company products and services, supporting both customers and consumers[1][3][5][7]. This role requires providing exceptional customer service, resolving inquiries efficiently, and maintaining accurate records of all customer interactions[1][5].

Key Responsibilities:

  • Answer inbound phone calls and professionally manage all consumer interactions, adhering to established schedules and performance standards[1][5][7].
  • Support customers by resolving queries with appropriate tone and within acceptable time frames according to company policies[1][7].
  • Educate customers on company products, processes, and regulatory requirements where applicable[1].
  • Accurately and efficiently capture customer details and data relevant to each call[1][5].
  • Maintain a thorough understanding of company products, services, systems, and processes, and demonstrate this knowledge in all communications[1][3][5].
  • Adhere to all company and departmental procedures, compliance policies, and quality assurance standards[1][3][5].
  • Work collaboratively with team leaders and quality assurance teams to improve individual and team performance[1][3][5].
  • May be required to work remote shifts, including night and weekend hours, supporting customers in different time zones[3][7].
  • Perform other duties as assigned by the team manager[1][5][7].

Required Skills and Qualifications:

  • 1–3 years of customer service experience in a contact center environment, including inbound voice customer support (outbound experience is advantageous)[5][3].
  • Excellent written, verbal, and interpersonal communication skills[2][5][3].
  • High attention to detail and strong problem-solving skills[2][6][3].
  • Ability to work independently and proactively improve knowledge and performance[3][5].
  • Strong computer literacy, including proficiency in Microsoft Office applications such as Outlook, Excel, and PowerPoint[2][6][3].
  • Effective time management skills and ability to adapt to changing priorities[3][2].
  • Ability to collaborate well within a team-oriented environment[3][5].
  • Strong organizational and data entry abilities[2][6].

References

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