Spancore technology

Job description:-

Key Responsibilities:

1. Inbound Process Responsibilities:

• Handle incoming calls from customers and address their concerns or queries.
  

• Assist customers with service-related inquiries, technical support, complaints, billing issues, or order tracking.
  

• Maintain a calm, courteous tone during conversations, especially in high-stress or escalated scenarios.
  

• Follow company-provided scripts or guidelines while personalizing communication as needed.
  

• Ensure the first-call resolution (FCR) wherever possible and escalate unresolved issues to the appropriate department.
  

2. Outbound Process Responsibilities:

• Make outgoing calls to prospective or existing customers for sales, feedback, appointment scheduling, recovery, or survey purposes.
  

• Convince potential customers to purchase services or take specific actions (e.g., renew subscriptions, upgrade plans).
  

• Handle rejections or objections professionally and keep the customer engaged.
  

• Ensure all outbound interactions meet quality and compliance standards.
  

3. Data Entry and Call Logging:

• Record details of customer interactions, comments, complaints, and actions taken in the CRM or call logging system.
  

• Ensure accuracy and completeness of records for each call.
  

• Maintain confidentiality of customer information as per data protection guidelines.
  

4. Team Coordination and Reporting:

• Communicate effectively with team members and supervisors regarding issues, trends, or escalations.
  

• Participate in team meetings, briefings, and training sessions as scheduled.
  

• Share customer insights that may help improve product or service offerings.