Customer Support Representative

Vocally, a start-up based out of Vancouver, Canada is on a mission to democratize voice processes in the SMB segment. Realizing the pace at which technology is growing and its vast impact on different sectors of the economy, the founder Souren Khetcho was struck with an idea to use voice automation for businesses. The startup began its journey mid of 2019, with two individuals behind the wheel. Today, Vocally is set to serve several industries and sectors with its team of innovation professionals who share the same vision.

We are looking for a reliable Customer Support Representative who is enthusiastic and passionate about connecting with and handling customers - an individual who loves communicating with customers and solving their concerns. We are looking for someone whose takes pride in delivering optimum customer satisfaction at all times. You may receive inbound call requests, fulfill orders, solve problems, transmit messages, call customers back, and share important details with the concerned department.
- **Designation**:_Customer Support Representative_
- **Reporting To**:_Team Lead / Supervisor_
- **Work Mode**:_Full Time / Remote_
- **Duties/Responsibilities**:_
- Receive inbound calls and assist customers.
- Serve customers by providing product and service information and resolving product and service problems.
- Attract potential customers by answering product and service questions and suggesting information about other products and services.
- Maintain customer records by updating account information.
- Resolve product or service problems by clarifying the customer’s complaint, determining the cause of the problem, selecting, and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution.
- Prepare feedback reports about product or service by collecting and analyzing customer information.
- Contribute to team effort and product / service growth by accomplishing related results acquired because of feedback.
- Compile proper information to record/resolve the customer’s query, complaint or provide auxiliary service.
- Address problems and requests by transmitting information to the appropriate entity on the middle level management.
- Complete and submit internal documents.
- Discover and report if any deception or fraud is unveiled in terms of provided services.
- Enter data in the software and maintain logs, records, and activities or other information.
- Must be ready to work on rotational shifts in a 24x7 environment.
- **Required Skills/Abilities/Experience**:_
- Customer Service Aptitude
- Proven experience as a Customer Support Representative or other relevant experience
- Knowledge in using computers and software
- Open to learning new software / CRM and systems
- Proficient in English (oral and written)
- Proficient typing skill (min. 30 WPM) without looking at the keyboard
- Organizational and multitasking abilities
- Active listener with excellent communication skills
- Sound judgment and critical thinking
- Bachelor's degree. 12th pass outs are welcome, too
- Fast learner who equips to organizational environment and formal code of conduct
- **Work Environment Requirements**:_
- Equipped with a PC with a minimum of 8GB of RAM and an OS of your choice that is not two years older than its initial release date (maintained and updated).
- Equipped with an internet connectivity with minimum of 50MBPS, and with uninterrupted power supply.
- A quiet and uninterrupted working environment with a dedicated desk.
- **Inquisitive About Us, Know us more**:_

**Job Type**: Full-time

**Salary**: ₹14,000.00 - ₹20,000.00 per month

**Benefits**:

- Internet reimbursement
- Leave encashment
- Paid time off
- Provident Fund
- Work from home

Schedule:

- Rotational shift

Supplemental Pay:

- Overtime pay

**Experience**:

- Customer service: 1 year (required)
- International Customer Service: 1 year (required)

**Language**:

- English (required)