Customer Service Specialist

Responsibilities:
Engage with customers through online chat and messaging platforms, responding to inquiries, providing information, offering assistance & provide a comprehensive resolution to the complaints/queries
Assist customers in navigating our products or services, addressing their questions, concerns, and technical issues.
Troubleshoot and resolve customer problems, escalating complex issues to higher levels of support when necessary.
Maintain a high level of professionalism and customer service etiquette in all interactions.
Document customer interactions, including the nature of inquiries, solutions provided, and any follow-up actions.
Meet or exceed performance targets, including response time, customer satisfaction scores, GOS, AHT, Online rate, Availability, Quality, regulations and chat volume goals.
Should have worked in high pressure environment dealing with irate customers & should be able to deescalate, handle the situation & provide resolution to the customer with best CX scores
Should posses basic banking knowledge on credit cards & retail bank
Stay updated on product knowledge and company policies to provide accurate and up-to-date information to customers.
Collaborate with team members and other departments to ensure consistent and effective customer support.
Should have worked on Customer service teams with complete hands on handling real time customers in international process
Should posses excellent written communication skills with service attitude
Should be able to multi task – handling more than 4-5 customers all through the day
Should have exposure to CX metrics – Customer Service metrics like FCR, Rep-SAT, NPS, CSAT etc.,
Balances NPS & RSAT to ensure positive customer experience while managing/minimizing operating losses
Analyzes risk areas and identifies solutions to meet customer's needs
Ensure Information Security for sensitive data
Ensures productive output as required in unit plan
Undertakes other assignments/projects as given by the Team Lead/Manager
Demonstrates ideal service attitude for all customers, liaises with different departments and also performs account level system maintenances while resolving customers queries
Applies professional attitude and image for all internal and external customers
Should possess good analytical & problem solving skills
Night shifts/ graveyard shifts only with weekdays offs - Mandatory rotation once in 4months within night/grave yard shift – No day shifts at all
Qualifications:
3-5 years of customer service experience, handling real time customers in international process (US & UK)
Sound Communication skills with service attitude
Excellent written communication skills with service attitude (30 WPM – typing speed: 90% accuracy)
Good verbal and written communication skills with proficiency in grammar spelling & punctuation
Strong problem-solving skills. Keen eye for detail
Attitude to Learning, Self-discipline & willingness to take initiative
Work in graveyard shift & rotational offs shifts
Preferences:
Good analytical skills
Influencing skills and willingness to resolve customer queries satisfactorily
Keen observation skills and the ability to function in a fast-paced environment where standards of quality and timeliness are established
Must possess procedure driven judgment in order to find the best solution to an issue
Must be goal oriented, highly motivated, Self-driven & result oriented
Shift of operations:
Night shifts/graveyard shifts with a 5-day work week (with weekdays offs)
Mandatory rotation once in 4months within night shifts/graveyard shift

---