Csa

13 hours ago

Mumbai Maharashtra, India Firstsource Solutions Full time

JOB DESCRIPTION Designation Customer Service Trainee Department Operations Location Mumbai Report to Team Leader Operations Work Set-up Work from Office WORK BRIEF This role responds to customer queries and provide resolution support and assistance to the customers pertaining to various products and services provided by our client through a blend either of voice email webchat or backend documentation responses by delivering excellent customer service Their goal is to educate and assist customers to make it as easy and as desirable as possible to do business CORE RESPONSIBILITIES Deliver excellent customer service within shifts assigned including prompt resolution of customer related issues complaints enquiries or challenges Should be abreast of all the key process related updates SLAs individual performance eventually contributing to team performance Grasp Comprehend clear the training period with relevant toll-gate scores Attend all team briefing meetings coachings on a timely basis Be knowledgeable of regular process changes provided Seek guidance from Team leader management and escalating when necessary or genuine needs arise Maintain regular reliable performance and attendance including the daily schedule as assigned Adhere to Company Code of Conduct policies laid by the HR Handle inbound or outbound calls chats emails or data from customers depending on process assigned Connecting with customers listen understand and empathize with their issues to provide the best suitable resolution at first contact where possible On occasions you may have to deliver what is seen as not-so-positive news however make sure that a customer understands the reasoning behind decisions that are made Act as a team player and coordinate work respectfully with fellow members in co-ordination Update relevant information accurately into the client s systems and give constructive feedback to enhance systems and improve overall customer experience Demonstrate a can do open-to-feedback attitude to develop a great working culture to help us achieve the best results Work towards targets set manage own time and prioritise tasks to meet through expected work discipline as a professional Work closely with team leader by implementing the coaching aspects discussed for self and career development Value-Add Responsibilities Participative in team bonding offline activities as necessary Assist new team members in need and breed the team culture Essential Knowledge Basic knowledge of using MS office basic applications like Word PowerPoint Excel Notes etc Essential Skills Willingness to work in rotating shifts including night shifts Communicate effectively both orally and in writing Flexibility to meet business requirements and fluctuating workload Organize prioritize and schedule work assignments Hardworking and Smart working attitude with openness to feedback Have acceptable typing speed of atleast 20 WPM 90 Accuracy MINIMUM QUALIFICATION Bachelor s Degree- BA BBA BMS BMM BCOM

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