US Telecom Blended Process Professional

4 weeks ago

Bengaluru, India Shashwath Solution Full time

Job Overview:
iEnergizer is seeking motivated and skilled individuals to join our Go Magenta US Telecom Blended Process team (70% Chat & 30% Voice). If you have a passion for delivering exceptional customer service and possess international BPO experience in a chat/email or blended process, this is the perfect opportunity for you. The role involves managing customer interactions related to US telecom services via chat and voice channels. You will be responsible for resolving customer queries, providing information about services, and ensuring the highest level of customer satisfaction.

Key Responsibilities:
Provide customer support related to US telecom products and services primarily through chat (70%) and voice (30%).
Respond to customer inquiries, resolving issues related to billing, accounts, troubleshooting, and service-related concerns.
Manage multiple customer conversations simultaneously via chat and voice, ensuring efficient responses and issue resolution.
Follow all standard operating procedures (SOPs) while interacting with customers to maintain consistency and accuracy.
Handle escalated issues and ensure a high level of customer satisfaction.
Document customer interactions and ensure all information is updated in the system accurately.
Meet the daily, weekly, and monthly performance targets for response times, customer satisfaction, and issue resolution.
Participate in training and development sessions to stay up-to-date with product knowledge and enhance communication skills.

Required Skills & Qualifications:
Educational Qualification: Any graduate or undergraduate.
Experience: Minimum of 6 months of experience in international chat/email or blended processes.
Communication Skills: Excellent written and verbal communication skills in English.
Technical Skills: Basic proficiency with MS Office and the ability to use chat platforms and other customer service tools effectively.
Availability: Willingness to work in rotational shifts (including night shifts) and on rotational off days.
Personality Traits: Strong multitasking abilities, problem-solving skills, attention to detail, and a customer-centric approach.
Preferred Experience: Previous experience in US telecom customer support is a plus.

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