Customer Support Specialist

Capillary Technologies is an enterprise-grade SaaS technology provider. Capillary's AI-enabled loyalty management platform offers brands comprehensive solutions for customer engagement and experiential loyalty to achieve business goals and deliver a great consumer experience. Capillary Technologies, founded in 2012, is a technology-first company that delivers AI based cloud-native SaaS programs and solutions. A leading loyalty management and customer data platform, Capillary serves over 250 brands across 30 countries. The SaaS platform helps brands across industries digitally transform and improve consumer engagement. Acknowledged and recognized by Gartner and Forrester as a seasoned Loyalty expert, Capillary has a workforce of over 900 professionals across the globe that work towards delivering value to our clients and accelerating innovation in the field of Loyalty.We are currently recruiting a Contact Centre agent to join our teamWe are partnered with a large Canadian bank, to provide excellent customer service to their account holders. In this role, you will handle customer enquiries by liaising with both our internal teams and our clients, providing an efficient, courteous and professional service at all times. Rotational Shift - between the hours of 8:00 AM – 8:00 PM IST Monday to SundayIf you have the following skills or experience, then this could be the ideal role for you…1. Customer ServiceHandle all incoming communications (customer queries/contacts) efficiently and professionally, ensuring customer satisfaction at all times and service level agreements are met.To promote the Company or Client goods and services as required, in line with department and individual targets and service levels.Ensure that knowledge of products, services and procedures is comprehensive and up to date and identify areas where additional training may be required to ensure continued quality and productivity.Operate contact centre equipment and operating systems proficiently and in line with internal policies and procedures.Whilst on the telephone, face to face on video calls or when writing to a customer, represent the company in a professional manner at all times, using internal guidelines, complaint documentation and expertise where necessary.2. Team WorkingAchieve and maintain individual performance standards to help meet departmental objectives and organisational service level agreements.Share and discuss ideas with manager and/or colleagues about where working practices could be improved, and where practical or appropriate, assist in implementing changes3. OtherAttend and participate in monthly team briefings, training workshops and update briefings as and when required and to prepare information and collate action points as appropriate or requestedCarry out any other tasks or duties as may be set from time to time.Experience & Knowledge:1. Must be able to evidence experience within a customer service environment either working face to face with customers or call centre based.2. Excellent communication and interpersonal skillsArticulate communicatorExcellent Listening skillsExcellent telephone manner3. Excellent computer skillsExperience using Google based packagesExperience of using the Internet4. Attention to detail5. Able to retain knowledge and understand multiple processesDisclaimer:It has been brought to our attention that there have recently been instances of fraudulent job offers, purporting to be from Capillary Technologies. The individuals or organizations sending these false employment offers may pose as a Capillary Technologies recruiter or representative and request personal information, purchasing of equipment or funds to further the recruitment process or offer paid training. Be advised that Capillary Technologies does not extend unsolicited employment offers. Furthermore, Capillary Technologies does not charge prospective employees with fees or make requests for funding as a part of the recruitment process.We commit to an inclusive recruitment process and equality of opportunity for all our job applicants.Capillary is an Equal Opportunity Employer and will not discriminate against any applicant for employment on the basis of race, age, religion, sex, veterans, individuals with disabilities, sexual orientation, or gender identity.