Customer Support

3 days ago

Electronic City Bengaluru Karnataka, India IntouchCX Full time

We are currently Hiring for **International Voice Process** - **Customer Service Associate**

**Contact HR Richard 8147091021**

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 customer’s concerns
- Ability to listen attentively and to use information provided by clients to tailor responses and actions to meet the client’s 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 backgrounds

**Educational/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 equivalent

**Benefits**:

- Commuter assistance
- Food provided
- Health insurance
- Provident Fund

Schedule:

- Monday to Friday
- Rotational shift
- US shift

**Education**:

- Higher Secondary(12th Pass) (preferred)

Work Location: In person

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