Senior Associate-Customer Service- Money-Broking experience only

3 days ago

Mumbai, India Paytm Full time

Job Description: CST Associate Blend Process (Voice & Non-Voice)
Location: Mumbai, India
Experience: 2-4 years
Working Days: 6 days a week
Shift Timing: Rotational Shifts

Role Overview:
We are looking for a highly motivated and dynamic CST Associate for the Blend Process to join our team in Mumbai. The role will include both voice and non-voice processes where you will be responsible for handling customer interactions and providing support through various communication channels. This is a 6-day working role with rotational shifts.

Key Responsibilities:

  • Handle inbound and outbound customer calls for voice-based customer service support.
  • Respond to customer queries, complaints, and requests via email, chat, and other digital channels (non-voice).
  • Provide accurate information about products, services, policies, and procedures.
  • Troubleshoot and resolve customer issues, escalating to senior teams when necessary.
  • Maintain a high level of professionalism while ensuring customer satisfaction.
  • Document customer interactions accurately and follow up as required.
  • Collaborate with internal teams to improve service quality and customer experience.
  • Meet performance targets (KPI & SLA) including quality, productivity, and customer satisfaction.
  • Ensure adherence to company policies and processes in all customer interactions.

Skills & Qualifications:

  • 2-4 years of relevant experience in a blend of voice and non-voice customer service roles.
  • Excellent communication skills in English (both written and verbal).
  • Strong problem-solving and troubleshooting skills.
  • Ability to multitask and manage different types of customer queries efficiently.
  • Knowledge of CRM tools and customer service platforms is a plus.
  • Ability to work in a fast-paced environment with minimal supervision.
  • Flexibility to work in rotational shifts, including weekends (6 days a week).
  • Good interpersonal skills and a team player.

Preferred Qualifications:

  • Prior experience in customer service or client-facing roles in a BPO or similar industry.
  • Exposure to working in a customer-centric environment.
  • Comfortable working in a diverse and dynamic team.

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