Back Office Executive (US Voice/Non-Voice Process)

Job Overview

A Back Office Executive – US Voice/Non-Voice Process handles customer inquiries, data entry, documentation, and business operations for US-based clients. The role may involve communicating with customers over phone calls (voice process) or working through emails, chat, and internal systems (non-voice process).

Roles and Responsibilities:

1. Handle customer inquiries from US-based clients through phone calls, emails, live chat, or other assigned channels.
2. Perform data entry, update customer records, and maintain accurate information in company databases.
3. Process customer requests, applications, forms, and business-related documents.
4. Verify customer details and supporting documents for accuracy and completeness.
5. Respond to customer questions professionally and provide appropriate information.
6. Resolve routine customer issues and escalate complex cases to the relevant team.
7. Maintain records of customer interactions, complaints, and case updates.
8. Use MS Excel, MS Word, email, and internal CRM or ticketing systems for daily operations.
9. Follow standard operating procedures (SOPs), quality guidelines, and data confidentiality policies.
10. Meet daily productivity targets and maintain accuracy in assigned tasks.
11. Complete work within turnaround time (TAT) and service-level agreement (SLA) requirements.
12. Coordinate with team members and supervisors to resolve process-related issues.
13. Perform quality checks to identify errors, missing information, and duplicate records.
14. Maintain professional communication and provide a positive customer experience.
15. Work in US time-zone shifts, including night shifts, when required by the employer.