International Bpo

3 months ago

Bengaluru Karnataka, India Wroots global pvt ltd. Full time

CSA - Voice Job Description / Profile

Job Title

Customer Service Associate (CSA) Voice

Location

Bengaluru

Workspace

WFO

Department

Operations

Channel

Voice

Language

English (additional languages may be required)

Hours of Operation

24/7

Overview of Position

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 ssues

Providing white glove service and having the ability to provide an overall excellent customer experience

Managing customer expectations regarding estimated response times

Remote Requirements

▪ Maintain a secure, high speed internet connection

▪ Ability to plug in ethernet cable into a modem

▪ Have a dedicated workspace in their homes or remote locations to provide services to the Company

▪ Ability to come into the campus to pick up equipment

Essential Functions

▪ 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 customer’s concerns

▪ Ability to listen attentively and to use information provided by clients to tailor responses and actions to meet the client’s 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

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

**Salary**: ₹19,000.00 - ₹32,000.00 per month

**Benefits**:

- Health insurance
- Provident Fund

Schedule:

- Day shift
- Evening shift
- Fixed shift
- Morning shift
- Night shift
- Rotational shift
- US shift

Supplemental pay types:

- Commission pay
- Overtime pay
- Performance bonus
- Shift allowance

**Experience**:

- total work: 1 year (preferred)

Ability to Commute:

- Bangalore, Karnataka (required)

Ability to Relocate:

- Bangalore, Karnataka: Relocate before starting work (required)

Work Location: In person

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