International Voice Process

1 month ago

Gurugram Haryana, India Genesis HR Services Full time

**Role Information**

**Customer Service Agent - 2A**

**Role Designation**

Customer Support Executive

**Position Summary**

Provide 1 level support on general enquiry, activation, provisioning and fulfillment queries and ensuring the maximum availability, performance and utilization of knowledge and information systems.

Follow a systematic, disciplined and analytical approach to problem solving to meet set standards and agreed procedures. Executes transactions as per prescribed timelines.

**Required skill set**

**Analytical and Problem solving skills**
- Active listening and questioning, an eye for detail to determine the root cause of the issue, to avoid repeat contacts and further effort to resolve issues
- Analytical problem solvers who will understand issues, evaluate solutions and work with their colleagues to resolve issues
- Problem solving skills and quick thinking to own & resolve issues independently, thoroughly & efficiently
- Display ownership and accountability
- Quickly build trust and confidence with customer
- Own and resolve customer issues efficiently, effectively and empathetically
- 12-18 months’ work experience in customer service field.
- Excellent written and oral communication skills

**Time Management Skills**
- Being proactive and show the utmost respect for customer’s time
- Good time management, ensuring all contacts with customers add value
- Ability to Multitask

**Communication & Relationships Skills**
- To deliver a first line support service, receiving incidents and service requests from various routes including telephone, web tickets, chat and e mail.
- Offering advice to end users on all IT related areas. This will include working as part of a team, in order to share knowledge and work together to increase performance standards.

**Skills & Knowledge**
- Communicate at all levels
- Ability to work across organizational and professional boundaries
- Excellent verbal and written communication skills
- High level of interpersonal skills, including active listening and understanding
- Good organizational skills and ability to prioritize workloads.
- Work to tight deadlines / service levels
- Business etiquette
- Broad knowledge of IT products, services and terminology

**Aptitude**
- Identification of problems and solutions
- Analysis of data
- Presentation of technical functionality to a non-technical audience
- Working knowledge of MS Office products
- Ability to work as pat of a team or on own initiative.
- Customer focused
- Proactive
- Self-Motivated
- Patient
- Innovative
- Flexible

**Job duties and responsibilities**
- To improve customer confidence, being empathetic to a variety of new and experienced learners needs.
- Help to implement and improve processes and procedures within the team allowing strong service focused deliverables.
- Actively support customer queries ensuring they are handled within an agreed time limit, within agreed processes and in a professional and customer sensitive manner.
- To participate in an on call rota, providing a 24 hours, first line support service to users.
- Ensure Customer Service Level Agreements are met or exceeded;
- Respond to customer enquiries in a timely and efficient manner;
- Ensure appropriate documentation of the interaction on the customer’s account in the prescribed format
- Execute transactions as per prescribed guidelines and timelines
- Ensure customer/user confidentiality and data protection at all times

**Salary**: ₹300,000.00 - ₹400,000.00 per year

**Benefits**:

- Health insurance
- Paid sick time
- Provident Fund

Schedule:

- Night shift
- Rotational shift
- US shift

Supplemental pay types:

- Shift allowance

**Experience**:

- total work: 1 year (preferred)

Work Location: In person

**Speak with the employer**

+91 6377453351

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