BPO Analyst Fresher

Impact HR & KM Solutions

a bpo (business process outsourcing) agent's job description typically centers around handling outsourced tasks for a client company, often focusing on customer interaction and back-office support.

the specific duties depend on whether the role is in a voice process (call center) or a non-voice process (email, chat, data), but here is a comprehensive overview:

bpo agent job description summary

the bpo agent is responsible for providing excellent customer service, technical support, or back-office assistance by efficiently managing customer interactions and inquiries across various channels (phone, email, chat). they are expected to maintain high levels of client satisfaction, adhere to company standards, and meet performance targets.

key responsibilities

1. customer interaction & resolution:

handle inbound/outbound contacts: manage a high volume of calls, emails, or chat messages from customers or clients.

address inquiries: provide accurate and complete information about the client company's products, services, or policies.

resolve complaints/issues: listen to, understand, and resolve customer complaints and issues on the first contact whenever possible.

troubleshooting (for tech support): guide customers through step-by-step procedures to resolve technical problems.

processing: assist customers with transactions such as placing orders, processing returns, managing payments, or updating account details.

escalation: identify and escalate complex issues to higher-level support or supervisors when necessary.

2. data & documentation:

record keeping: accurately document all customer interactions, details, and resolutions in the crm (customer relationship management) system or database.

follow procedures: adhere to established communication scripts, procedures, and policies for consistency and compliance.

3. performance & quality:

meet targets: strive to meet individual and team key performance indicators (kpis) such like average handling time (aht), first call resolution (fcr), and customer satisfaction (csat) scores.

maintain professionalism: exhibit a high level of patience, empathy, and professionalism in all customer interactions, especially when dealing with frustrated customers.

4. additional duties (depending on the role type):

sales/upselling: identify opportunities to promote or recommend additional products/services to customers.

back-office: perform administrative tasks, data entry, data verification, or quality assurance checks.

• Experience

  0 - 1 Years

• No. of Openings

  2

• Education

  B.A, B.Com, B.Sc

• Role

  BPO Analyst

• Industry Type

  IT-Hardware & Networking / IT-Software / Software Services

• Gender

  [ Male / Female ]

• Job Country

  India

• Type of Job

  Full Time

• Work Location Type

  Work from Office

• Face interview location

  Impact HR and KM Solutions Near Canada Corner Signal Ravi Chambers Basements Below Laminate Gallery