Contact Center Associate- Bangalore

2 weeks ago

Bengaluru, India Scripbox - Upwardly Full time

Posted 15 weeks ago

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A contact center associate is a person who provides assistance to customers via calls and Chats. Their primary role is to address customer issues and resolve them in a timely and efficient manner.

Qualification For Calling Agent

  • 4 or more years experience in the contact centre and preferably in the wealth management industry
  • Bachelor's degree (or equivalent)
  • English: Fluent
  • Ability to speak 2 or more regional languages
  • Good knowledge of Mutual funds, Knowledge of Insurance and Stocks will be an added advantage

Job Description
Roles and responsibilities

  • To assist customers with queries related to their investments, products , features etc via calls and chats and deal with multiple customers
  • Acquire required product and process knowledge and keep a track of all the changes
  • Maintaining a positive, empathetic and professional attitude toward customers at all times.
  • Identify and assess customers' needs to achieve satisfaction
  • Build sustainable relationships and trust with customer accounts through open and interactive communication
  • Provide accurate, valid and complete information by using the right methods/tools and record all customer interactions
  • Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
  • Follow communication procedures, guidelines and policies
  • Take the extra mile to engage customers
  • Follow the escalation matrix and SLA to achieve process goals
  • Gather customer feedback and share with our Product team for improvement
  • Flexible to switch roles when needed and support chat to keep the BAU activities running smoothly.
  • Flexible to work on rosters - 5 days a week and rotational offs

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Job Summary
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Bangalore Location

4 - 6 years Experience

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