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Company Description MarQ BPO Solutions is a Dubai-headquartered outsourcing company focused on delivering high-quality call center and back-office services. With state-of-the-art facilities in India and Egypt, the company leverages a multicultural, multi-ethnic workforce trained to handle a wide range of projects of varying complexity. MarQ BPO Solutions serves global clients across industries such as automobile, telecom, customer care, e-commerce, back office, AI/ML, and subtitling. The company has strong expertise in sales outsourcing and in-house lead generation, consistently working to improve outcomes for every client engagement. Team members join a growth-oriented environment that values adaptability, collaboration, and performance.
Role Description
- Keeping track of the sales lead from Google sheet or what’s app.
- Calling the sales lead for validation / verification.
- Maintaining quality verification / validation by adhering to all the CPR points.
- Handling customer query and responding it positively.
- Reporting the dispute cases to the sales team as well as the management.
- Keeping update on any changes in the product, process & CPR.
- Ensuring the TAT of 8 mins to be followed for the first call.
- Updating the dispute case on the Google sheet & What’s app.
- Attending training and review meetings.
- Should handle multiple products. (elife, PP, HW)
- Any regular malpractice (like duplicate numbers for multiple case etc.) by the sales team to be reported to the team manager.
- Ensuring replacement manpower availability when taking break or leave.
- Fluency in English & Hindi is essential.
Qualifications
- Strong customer-facing skills, including Customer Support, Customer Experience, and Customer Service capabilities.
- Ability to engage in basic Sales activities, such as upselling, cross-selling, or lead qualification, while maintaining customer-centric communication.
- Capacity to participate in or deliver Training, including learning new processes quickly and supporting knowledge sharing within the team.
- Excellent verbal and written communication skills in English; proficiency in additional languages is an advantage.
- Comfort with call center tools, CRM systems, and standard office software; ability to work effectively in a fast-paced, target-driven environment.
- Strong problem-solving skills, attention to detail, and a professional, empathetic approach to customer interactions.
- Prior experience in a BPO, contact center, or customer-facing role is preferred but not mandatory.
- Minimum high school diploma; a degree in business, communications, or a related field is beneficial.
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