Customer Service Representative

4 weeks ago

Mumbai, Maharashtra, India Sterling Full time

Sterling Customer Experience India Pvt. Ltd. is #hiring for #customerexecutiveh#operations for a #BPO in #Powai#Mumbai

It is part of the #SterlingOutsourcing group based out of #Poland; with the Indian unit being a 5 and a half month old start up based out of Powai in Mumbai.

We are open to hire freshers as well who have excellent communication skills.

Position: Analyst (Operations) for a Banking client

Company: Sterling Customer Experience Pvt. Ltd.

Process: Chat based

Shifts - 9 hours shift including breaks with 5 days working

Shift allowance - Over and above the CTC, you get paid an extra allowance.

Location: Powai, Mumbai

We are open for walk-ins every Monday to Friday from 12 pm onwards at 1st Floor, Sterling, Supreme Business Park, A-wing, Powai.

Role and Responsibility of an Analyst

1. Customer Interaction: Engage with customers through live chat, addressing inquiries, providing information, and resolving issues promptly while adhering to the high-quality standards.

2. Issue Resolution: Listen actively to customer concerns, diagnose issues, and offer effective solutions. Ensure timely and satisfactory resolution of complaints to maintain customer satisfaction.

3. Multitasking: Manage multiple chat sessions simultaneously while maintaining high service quality.

4. Complaint Handling and De-escalation: Manage and resolve customer complaints with empathy and professionalism. Utilize de-escalation techniques to address and mitigate customer dissatisfaction.

5. Performance Metrics Adherence: Meet or exceed established performance metrics, including response time, resolution time, customer satisfaction scores, and adherence to service level agreements (SLAs).

6. Compliance: Adhere to the policies, procedures, and data protection regulations during all customer interactions.

Essential skills and Qualities

Communication Skills: Clear and effective verbal and written communication to interact with customers and colleagues.

Adaptability: Flexibility to handle various customer scenarios and adjust to changing processes. Adaptability to work in a start-up environment.

Technical Proficiency: Familiarity with CRM software, helpdesk tools, and other relevant technologies.

Problem-Solving Abilities: Ability to analyze issues and develop practical solutions promptly.

Qualifications

Education: Minimum HSC; graduates are preferred.

Experience: 1–2 years in customer service or chat support roles is advantageous. Open to hire freshers as well with excellent communication skills.

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