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Customer Service Representative 3

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Bangalore City, India Unisys Full time
Services Support Representative 3Location: BangaloreCTC – 4.17 lakh annuallyYear of Pass out – 2021, 22, 23Degree – Non-engineering graduates with below criteria.Good communication skills, along with email writing or phone etiquette.Open to any shifts, Rotation and weekend working but only 5 days.Understand the SLA's and Service Delivery system to give the excellent customer satisfaction.Key Responsibilities/Outcomes:Support on 1st Level.
- Respond to and resolve customer requests, in relation to software, hardware and network operations difficulties by providing fast, efficient, and friendly customer service.
- Consistently achieve First Contact Resolution performance metric
- Accurately document calls and cases.
- Aware of customer’s time restraints and work within those time limits.
- Keep customer aware of resolution steps – if ticket needs to be dispatched.
- Follow up Service Centre cases and requests to completion.
- Provide clients with problem reference numbers and request numbers.
- All tickets are to be touched on a “first in first out basis”, calling the customer on a daily basis.
- Escalate tickets as needed if on-site support is required.
- Understanding of SLA requirements for the client.
- Assist in cross training and communicate quick fixes.
- Manage time and workload to meet predetermined service levels-
- Maintain data accuracy in Service Centre through contact validation.
- Discover and document process and procedures which need to be published to the team or on the Knowledge base.