International Voice Process

7 months ago

Bengaluru Karnataka, India IntouchCX Full time

_**Greetings from IntouchCX **_
- The role of the _**Customer Service Associate (CSA) - Voice**_, will be responsible for:_
- _Having daily interactions with the customer to handle issues from end to end via call_
- _Going the extra mile to engage customers in solving issues and ensuring satisfaction_
- _Quickly and effectively building rapport with customers while diagnosing and resolving issues_
- _Providing white glove service and having the ability to provide an overall excellent customer experience_
- _Managing customer expectations regarding estimated response times._
- **Requirements**_:

- _
- _An obligation to deliver exceptional customer service_
- _Receive inbound calls to gather and verify required information and do utmost within their power to solve customer problems_
- _Have excellent judgment skills to be able to properly evaluate situations and immediately by providing effective solutions_
- _Ability to learn new skills and quickly absorb and interpret new information, products, and_
- _features from the perspective of the customer_
- _Actively listen to the customer, and show empathy and patience_
- _Provide information to the client and place appropriate notes in system indicating exactly what action was taken or needs to be taken_
- _Ensure policies and procedures are followed on all calls_
- _Maintain thorough knowledge of systems so that information can be researched and proper information is given to customer_
- _Learn and retain a thorough working knowledge of all existing and new process and procedures_
- _Achieve assigned Key Performance Indicators e.g. Call Handle Time, Quality, CSAT & DSAT_
- _Attend Team Meetings/additional training sessions as scheduled_
- _Performs other duties as assigned._
- **Critical Skills:

- **_
- _Above average verbal and written communication skills - ability to speak accurately, using proper grammar, and good enunciation_
- _Ability to show high emotional intelligence by remaining calm under pressure while solving the customers concerns_
- _Ability to listen attentively and to use information provided by clients to tailor responses and actions to meet the clients specific needs_
- _Ability to learn new skills and quickly absorb and interpret new information, products, and features from the perspective of the customer_
- _Ability to work in a fast-paced, hectic, changing environment_
- _Ability to organize and follow-up multiple tasks/details with accuracy and timeliness_
- _Ability to operate a phone system and personal computer_
- _Ability to adhere to all organizational policies and procedures_
- _Ability to work a variety of shifts including days, afternoons, evenings, weekends and holidays_
- _Ability to perform basic mathematical functions_
- _Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds_
- **Educational/Work Experience and Requirements**_
- _Must successfully pass a background check_
- _High school diploma OR equivalent required_
- _Post secondary degree is a plus_
- _Must have at least six months customer service experience or equivalent_
- **Perks and benefits**_
- _An attractive compensation package with performance-based incentives_
- _Incredible learning and growth opportunities_
- _Outstanding rewards and recognition program & employee engagement activities_
- _Free Food and Transport while working on-site_
- _Medical Insurance_
- **Interview mode - Face to Face Interview**_
- **Flexible to work in Rotational Shifts**_

**Job Types**: Full-time, Permanent

**Salary**: ₹15,000.00 - ₹30,000.00 per year

**Benefits**:

- Food provided
- Health insurance
- Provident Fund

Schedule:

- Evening shift
- Night shift
- Rotational shift
- US shift

Supplemental pay types:

- Performance bonus

**Speak with the employer**
+91 7406215123

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