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Customer Service Executive

2 months ago

Noida, India onlineinfatuation Full time

**Position**: Customer Service Executive (US Voice process)

**Location**: Noida Sector 63
**Salary**: Upto 38K +Incentive

**Qualification**: Graduates

**Experience**: Minimum 1 year experience in US, UK, Australian Process

**Role & responsibilities**:

- Manage incoming calls from customers in the US markets, addressing inquiries, resolving issues, and providing assistance in a timely and professional manner.
- Listen actively to customer concerns, identify their needs, and provide accurate information or solutions to resolve queries regarding products, services, orders, billing, or technical support.
- Analyze customer issues or complaints effectively, troubleshoot problems, and escalate complex issues to the appropriate departments for resolution while ensuring a satisfactory resolution for the customer.
- Build rapport with customers by demonstrating empathy, patience, and understanding. Handle interactions with courtesy and professionalism to create positive customer experiences and foster long-term relationships.
- Develop a comprehensive understanding of products or services offered by the company to provide informed assistance and address customer inquiries effectively.
- Adhere to predefined quality standards and service level agreements (SLAs) to maintain high levels of customer satisfaction and meet performance metrics such as first call resolution (FCR) and average handling time (AHT).
- Accurately document customer interactions, including details of inquiries, resolutions, and follow-up actions, in the CRM system. Generate reports on customer service activities and performance metrics as required.

**Requirement**:

- Bachelor's degree or equivalent work experience preferred.
- Minimum of 1 year of experience in customer service, specifically in voice processes for US, UK, and Australian markets.
- Excellent verbal communication skills with a clear and articulate speaking voice.
- Strong problem-solving abilities and the capacity to think critically under pressure.
- Ability to multitask, prioritize workload, and work efficiently in a fast-paced environment.
- Flexibility to work rotating shifts and weekends as required by business needs.

**Shift **:US Shift

**Job Type**: Full Time

**Salary**: ₹30,000.00 - ₹38,000.00 per month

Schedule:

- Fixed shift
- Night shift
- US shift

Supplemental pay types:

- Performance bonus

**Education**:

- Higher Secondary(12th Pass) (preferred)

**Experience**:

- total work: 1 year (preferred)
- Customer service: 1 year (preferred)

**Language**:

- English (preferred)
- Hindi (preferred)

Work Location: In person

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