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Support Center Specialist
1 month ago
Voicemail and chat support to the talents for payroll queries, updating details and queries related to taxes and paychecks - 5%
Liaising with internal and external stakeholders to learn and expand the knowledge - 5%
Working on open tickets created due to missing/incomplete information shared - 20%
Taking Talents calls for payroll queries, updating details and queries related to taxes and paychecks - 70%
Operational Shift/Training Shift: TBD- Coverage of 8 am to 8 pm Eastern Std. Time zone (which means 6.30 pm to 6.30 am IST) - As per business needs shift (9 hours shifts) start and end will be as per the timings
(Mon to Fri) (Flexibility expected from team member to match business needs)
Education & Qualifications (Required and Preferred):
Bachelor’s Degree or UG with excellent communication skills and Customer Service/Calling background
Nights Shifts- IST
Key Competencies:
Manage large amounts of inbound in a timely manner
Follow communication “scripts” when handling different topics
Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives.
Identify and escalate issues to Supervisor or to the appropriate team
Follow up Talent calls where necessary
Recognize, document and apprise the management team about the trends in customer calls.
Document all call information according to the Standard Operating Procedure in a comprehensible way
Frequently attend educational seminars to improve knowledge and performance level.
Meet personal/team qualitative and quantitative targets
Customer focus and adaptability to different personality types
Time Management
Knowledge of customer service practices and principles
Strong phone and verbal communication skills along with active listening
Excellent typing skills
Customer focus and adaptability to different personality types
