Intouchcx - Executive - Customer Support - International Voice Process (1-7 Yrs) Bangalore (after-sales/customer Service) (07/11/2025)
2 weeks ago
International Voice Process Customer Service Associate - Minimum 6 months of International Voice Experience who can join us immediately 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 backgroundsEducational 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 equivalentPerks and Benefits - 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 Contact HR Sanjana 8147091044 ref updazz com
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