Csr

**Job Title**: Customer Service Representative. Inbound / Outbound -Progressions.

**Reports to**:Supervisors, Management and Managing Directors.

**Job Purpose**:Customer Service Representatives respond to Inbound calls from, and actions calls to various clients. They are responsible for acting as a liaison between the Inbound Team, clients, residents and contractors. They will assist with maintenance queries, message taking, complaints, and other queries.

**Key Accountabilities**:

- Assess maintenance issues, review procedures and make decisions utilising all relevant resources available to ensure appropriate action is taken.
- Completion of assigned tickets as required.
- Carrying out all duties in line with client procedures.
- Communicating with outsourced support/clients /residents and internal teams on issues and actions taken. (Where appropriate to do so, refers clients/Property Managers to more experienced Property Managers or Supervisors where information sought is beyond current knowledge level or where a client escalation procedure is documented).
- Providing relevant, timely and accurate information to client and caller where appropriate.
- Answering all calls appropriately (vary greeting, client specific), representing the client in a timely, professional and courteous manner. On outbound calls, offers clear introduction explaining the client they represent and the reason for their call.
- Information gathering - logs all relevant detail, e.g. contact details, nature of the call, action required etc. Endeavouring to capture all relevant information succinctly and accurately. Confirms as required with caller to ensure all information is logged accurately.
- Responsible for maintaining a high level of professionalism and working to establish a positive rapport with every caller.
- Contacting company/client suppliers to instruct on action required and obtain status reports.
- Work with the Management Team to stay updated on product knowledge, systems and be informed of any changes in company policy.
- Staff may be allocated a variety of call types/tasks, clients etc. or may be focused on a sub-set of these.
- The list of accountabilities above illustrates the work of a Customer Service
- Representative but is not exhaustive and other duties may be allocated in line with the requirements of the role.

**Skills**:

- Ability to remain professional and courteous with callers at all times in a fast-paced environment.
- Effective Communication, communicates information clearly and accurately both written and oral.
- Excellent listening skills and the ability to demonstrate empathy.
- Attention to detail, accurate data entry.
- Problem-solving, can-do attitude - attempts to resolve problems that occur on a regular basis and endeavours to manage more complex infrequent problems seeking assistance when required or referring to shift supervisor for reallocation where scope of issue is beyond current knowledge. Uses judgment to assess exceptions and refer to management where appropriate or unsure.
- Ability to multi task, prioritise and manage time effectively.

**Knowledge**:

- Must be PC Literate. Experience in working with Microsoft packages in particular MS
- Outlook and Excel essential and knowledge of MS Teams beneficial.

**Experience**:

- Previous experience in a BPO/ Call centre handled Escalations or a team leader level.
- Good knowledge of customer service/contact centre or property management related background desirable though not essential.
- Earlier worked with UK market and familiar with their geography, culture and accent.

**Attitude and Behaviour**:

- Follow up with callers as required and appropriate in a timely manner.
- Uses initiative - Take personal responsibility and pride in own work. Recognising what needs to be done and does it.
- Be a supportive and flexible team player.
- Willingness to learn and proactive in doing so (keeps pace, acquires knowledge and skills as the need arises).
- Ability to remain calm under pressure.

**Salary**: ₹40,000.00 - ₹55,000.00 per month

**Benefits**:

- Flexible schedule
- Leave encashment
- Paid sick time
- Paid time off
- Provident Fund
- Work from home

Schedule:

- Day shift
- Evening shift
- Fixed shift
- Monday to Friday
- Morning shift
- Night shift
- Rotational shift
- UK shift
- US shift
- Weekend availability

Supplemental pay types:

- Overtime pay

Application Question(s):

- Previously have worked with International Process. Especially with UK and US.

**Education**:

- Bachelor's (preferred)

**Experience**:

- total work: 5 years (preferred)

**Language**:

- English (required)

Ability to Commute:

- Rajajinagar, Bengaluru, Karnataka (preferred)

Work Location: In person