The Elite Job is seeking a highly motivated and customer-focused individual to join our team as a Customer Relationship Officer (US Voice Process). As the key point of contact for our US-based customers, you will play a critical role in delivering exceptional customer service, building relationships, and addressing queries and concerns with professionalism. You will engage with customers through voice communication, ensuring their satisfaction while representing the company brand values. This role is ideal for individuals with excellent communication skills, a passion for helping others, and a drive to achieve customer satisfaction.

Key Responsibilities:

• Handle inbound and outbound calls from US-based customers to resolve inquiries, complaints, or issues.
• Build and maintain strong customer relationships by providing personalized service.
• Address customer concerns and provide solutions in a timely and professional manner.
• Collaborate with internal departments to ensure prompt and accurate service delivery.
• Maintain up-to-date knowledge of products, services, and company policies to assist customers effectively.
• Meet and exceed customer satisfaction and service quality metrics.
• Document all interactions, including calls, inquiries, and resolutions, in the CRM system.
• Proactively follow up with customers to ensure their needs are met and maintain high customer retention.
• Handle escalated calls and provide solutions to complex issues with tact and empathy.

Required Skills and Qualifications:

• Strong verbal communication skills with a neutral or US accent.
• Proven experience in customer service, preferably in a US voice process.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Proficient in using CRM systems, email, and other office applications.
• Excellent problem-solving skills and the ability to think on your feet.
• Empathy and patience in dealing with diverse customers and resolving complaints.
• Flexibility to work in shifts, as per the time zone requirements of the US market.
• Attention to detail and a commitment to delivering quality service.

Experience:

• Minimum 1-3 years of experience in a voice-based customer service role, preferably handling international clients.
• Previous experience working in a US voice process is a strong advantage.

Working Hours:

• Full-time position with rotational shifts based on US time zones (night shifts included).
• Flexibility required for weekend and holiday work, depending on the business needs.

Knowledge, Skills, and Abilities:

• In-depth knowledge of customer service principles and best practices.
• Familiarity with US culture and customer expectations.
• Ability to remain calm under pressure and handle difficult situations professionally.
• Strong organizational skills and ability to follow processes consistently.
• Willingness to adapt to new tools and technologies as needed.
• Proactive mindset with a focus on continuous improvement.

Benefits:

• Competitive salary with performance-based incentives.
• Comprehensive health and wellness benefits, including medical and dental coverage.
• Paid time off, including vacation, sick leave, and holidays.
• Opportunities for professional development and career growth within the company.
• Friendly and supportive work environment with a focus on teamwork.
• Access to training programs to enhance skills and expertise.

Why Join:
At The Elite Job, we prioritize both our employees and customers. Joining our team means being part of a company that values excellence, collaboration, and innovation. As a Customer Relationship Officer, you will have the opportunity to work with a dynamic team, interact with international clients, and build a rewarding career in customer service. We provide ongoing support, growth opportunities, and a positive work culture that encourages success and professional fulfillment.

How to Apply:
Interested candidates are invited to apply by submitting their resume and cover letter via our career portal or by sending an email to us. Please include Customer Relationship Officer (US Voice Process) in the subject line. Applications will be reviewed on a rolling basis, and qualified candidates will be contacted for further steps in the recruitment process.