Customer Support Associate

1 week ago


Hyderabad, Telangana, India DOWNTOWN Technologies Full time

DOWNTOWN Technologies addresses the growing needs of today's online businesses by providing a full range of outsourcing services for web-based customer support. With

DOWNTOWN Technologies, companies can now keep pace with the flood of Internet communications that are threatening to drown internal support teams.

Support Type:
Voice

Job Location:
Hyderabad, Andhra Pradesh, India

Employment Status:
Full Time

Position objective:

  • As a Customer Support Associate, you are expected to address customer challenges and queries and ensure effective resolution to the challenges during customer encounters
  • Ensure customer satisfaction and quality parameters are met for the resolutions provided
  • Ensure that you delight customers and help in retention by providing customer experience that would enhance stakeholder's value

Roles & Responsibilities:

  • Effectively address customer queries by understanding challenges faced by the customer
  • Ensure you meet set process for addressing customer queries
  • Understand customer expectation clearly through effective probing
  • Document reasons for customer dissatisfaction for all the queries and the challenges faced
  • Understand and upgrade product and process knowledge to meet required standards of customer resolution on an ongoing basis
  • Set high levels of performance standards for the given process/account
  • Ensure you understand expected performance standards and metrics to be achieved for a given process/account
  • Look for areas of improvement in the process and provide insights to your Supervisors to enhance customer delight
  • Follow the learning management process to remain current and updated on required skills and knowledge required for the position
  • Learn, help and support fellow members in the team in meeting desired performance standards for a given process/account
  • Bring right attitude to the work place that complements and enhances the work culture
  • Always Think like a winner

Required Knowledge:

Basic understanding on:

  • Computer Operating Skills

Skill:

  • Communication Skills
  • High

Desired Behavior:

  • High
commitment

  • Ability to learn
  • New ways of thinking and doing
  • Adaptive to team and organization
  • Open for feedback and learning
  • Proactive and high energy

Academic Qualifications:

Undergraduate and above in any stream.

Years of Experience:

0 - 4 years working experience desired

Type of Experience:

BPO experience will be a plus, fresher's are also eligible.

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