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Customer Service

4 months ago

Bengaluru, Karnataka, India timesjobs Full time
:

Education:

Graduation; 10 2 3/4 years of formal education
Job Location:

NetZealous LLC, Guraraya Mansion, 3rd Floor, 759 to 764, 8th Main Road, J.P.Nagar 2nd Phase, Bangalore

Answer customer calls help / clarify / suggest appropriately ensuring sale of the products.
Build relationship with customers, understand their needs and up sell appropriate products.
Ensure registration & sales data are processed to create a funnel-pipeline for webinar sales.
Ensure pre sales enquiries processed to create a funnel-pipeline for webinar sales.
Ensure customer incoming calls handled well to make quick sale situation.
Research to gain more customer data.

Collect and capture Data regarding sales, enquiries or opportunities and forward them to BD & Sales Head to suggest or take action.

Involve self in continuous data building for future webinar sales.
Involve self in customer surveys to gain valuable insight to business needs & future deals.
Help analyze & use data from surveys
Help in customer call flow - web logistics - customer support - whenever necessary.
Meet customer requirements through first contact resolution, if required engage the customer with more business talking
Provide additional services & trainings as & when needed to customer & update customer file history
Effectively Handle/transfer customer requests to an appropriate desk & be alert.
Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity.
Place and/or receive customer enquiries that may require deviation from a script or sales flow process.
Provide answers and/or advice to customers based on their particular requirements and customer profile.
Troubleshoot & research and analyze customer problems with payment gateway (non technical), service-WebEx, disconnects while payment is processed.

Conduct needs-based selling by using non-scripted probing techniques to determine customer needs and to offer the most appropriate training session & handle corporate sales leads effectively.

Desired Candidate Profile:

Education & Professional Certifications:

Graduation; 10 2 3/4 years of formal education

International call center experience; 12 to 36 months of real time experience in US/UK/Canadian Geo
Knowledge of Time Zones
Knowledge of US culture
Knowledge of US business & Grasp of International business is preferred. Knowledge of basic computer operations & Ability to learn.
Willingness to rotate/delay shifts as needed by the business needs & centre head.
Courteous with strong customer service orientation & Dependable with proficient attention to detail.
Good listening and responding skills for US/UK Calls.
Possess a drive to achieve as well as insight into self and others.
Good selling skills with the ability to be flexible in up selling & cross selling.
Participate in activities designed to improve customer satisfaction and business performance.

Maintain broad knowledge of trainings offered, prices & dates, experts, speakers, running promotions, standard procedures, and other important issues through management communications, meetings, pep up focus groups, and formal or informal training.

Communicate effectively with individuals/teams in the business/shift to ensure high quality and timely expedition of customer requests & resolve.