Customer Service Voice Process

2 weeks ago

Electronics City, India IntouchCX Full time

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

▪ 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

▪ 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

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

Pay: Up to ₹30,000.00 per month

**Benefits**:

- Food provided
- Health insurance
- Provident Fund

Schedule:

- Rotational shift

Supplemental pay types:

- Performance bonus

**Education**:

- Higher Secondary(12th Pass) (preferred)

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