Voice Process, US Client

About the Role

The Voice Process – US Client role at MMR GLOBAL is a full-time, remote position focused on supporting customers and business stakeholders in the United States via phone and other communication channels.

Key Responsibilities

• Handling inbound and outbound calls.
• Responding to customer inquiries.
• Resolving issues.
• Providing clear information about products, orders, and policies.
• Following established workflows.
• Documenting interactions accurately.
• Escalating complex cases when needed.
• Collaborating with internal teams to improve service quality.
• Adhering to performance metrics.
• Participating in training or coaching sessions to maintain high standards of customer experience.

Requirements & Tech Stack

• Proficiency in spoken and written English, especially for US-based interactions.
• Comfort working with call-handling and CRM software.
• Demonstrated reliability, time management, and the ability to work independently in a remote environment.
• Ability to meet performance targets.

Qualifications

• Strong Customer Service and Communication skills.
• Analytical Skills.
• Business Process Improvement skills.
• Training skills.
• Prior experience in voice process roles, contact centers, or customer support, particularly for international or US clients, is preferred.
• A high school diploma or equivalent is required.
• Additional education in business, communications, or related fields is an advantage.