Job Description

Voice Office Operations Representative Job Description

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Job Description

The Voice Office Operations Representative is primarily responsible for answering inbound phone calls related to company products and services, supporting both customers and consumers using those services[1][3][7]. The representative provides exceptional customer experiences by anticipating customer needs, proactively resolving their issues using available resources, and consistently demonstrating product and process knowledge in every customer interaction[1][3][7].

Key Responsibilities:

  • Answer inbound calls, emails, and other communications regarding company products and services[1][3][7].
  • Support both consumers and customers with inquiries, issues, and product education[3][7].
  • Provide accurate and efficient data capture and documentation of customer information[3].
  • Resolve customer queries promptly and in compliance with company policies; follow up and provide feedback when required[1].
  • Maintain strong knowledge of products, services, processes, policies, and compliance requirements, and demonstrate this knowledge in every interaction[1][7].
  • Educate customers about products, processes, and any relevant regulations[1].
  • Collaborate with team leads and QA to improve performance based on feedback and coaching[3][7].
  • Adhere to individual and team targets, including schedules, quality standards, and productivity requirements[1][7].
  • Perform other relevant duties as assigned by the team manager[1][3].

Typical Skills & Qualifications:

  • 1–3 years’ experience in a customer service, contact center, or operations environment (inbound/outbound experience advantageous)[3][5].
  • Excellent verbal, written, and interpersonal communication skills; ability to deal calmly with irate customers[3][5].
  • High level of computer literacy and proficiency in Microsoft Office applications[5].
  • Strong attention to detail and accurate data entry capabilities[2][6].
  • Capacity to work independently, show initiative, and adapt to changing priorities[3][5].
  • Ability to collaborate in a team-oriented environment and manage time effectively[3][5].
  • Strong problem-solving and decision-making abilities[2].
  • Solid understanding of relevant products, industry regulations, or financial principles (if applicable)[3].
  • Minimum educational requirements typically include a high school diploma or local equivalent[5].

Work Environment & Conditions:

  • This role is often remote, requiring a fast and reliable internet connection (commonly 100+ Mbps fibre)[1][7].
  • The position may involve working in shifts, including nights and public holidays, to meet service level agreements[7].
  • Occasional travel or in-person attendance for work-related events may be required, depending on the employer[5].

References

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