Customer Support

2 months ago


gurugram, India HyreFox Consultants Full time

Customer Support - Voice 

International Voice Process
Night Shift ( anytime 9 hrs between 5:30 PM to 8:30 AM)- US process

Sat/ Sun Off -- 5 days working

Incentives - upto 4-5 k per month

Cab Both side

Roles and Responsibilities

• Respond to customer queries through calls & emails

• Manage escalations (attend call, research on issue, coordinate with multiple teams to derive resolution etc)

• Ensure timely and accurate service delivery

• Track & document process updates/ changes. Share it with team at requisite intervals

• Update SOPs/ knowledge documents at requisite intervals

• Provide 2nd level support to team on queries

• Assist with preparation of reports (performance based, adhoc etc)

• Assist with support on root cause analysis on dissatisfied customer feedback

• Deliver on responsibilities of Part-Time Trainer/ Quality Analyst

Skills Required

• Excellent communication skills

• Should be flexible to work in rotational shifts

• Proficient in computer usage and Basic knowledge on MS Office (MS-Excel, MS-Word etc)

• Experience with handling escalated calls

• Understanding of coaching models

or prior experience of trainer in contact center environment (preferred)

Other Details

Keywords : . Industry : IT-Software/Software Services

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