Customer Support Agent

3 days ago

Gurgaon, India AIM Future Consulting Full time

**Looking for **Customer Support Agent for US Customer Support Voice Process**

**Minimum Experience: 6 months and above Experience in International Call Centre Campaigns**

**Salary + Shift Allowance**

**Work Location: Noida, Sector 16A**

**Shift Timings: (Night Shift - Work from Office)**

Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies, and procedures actively seek solutions through logical reasoning and data interpretation.
- Flexible problem-solver who will assist customers in expediting orders and correcting post-sales complications within TAT time.
- Suggest products and services to clients based on their requests and needs for upselling.
- Answer inbound calls or generate outbound calls to follow up on orders and sales enquires.
- Understand customer complaints, concerns and forward them to relevant department ensure SLA monitoring.
- Listen attentively to questions and concerns and respond promptly with a resolution according to company guidelines.
- Always maintain a courteous and calm manner to de-escalate stressful situations.
- Continually manage and optimize processes for meeting KPIs and document all relevant information to create, update, or adjust customer accounts and data base.
- Prepare call-related information for purposes of auditing and reporting.
- Follow up to ensure that appropriate actions were taken on customer’s requests.
- Refer unresolved customer grievances or special requests to designated departments for further investigation.
- Attend mandatory training sessions to stay updated on product or company policies changes.
- Use company policies to determine if there can be an immediate resolution to customer issue or if that issue require managerial input.

**Required Qualification**
- Should be local to Delhi NCR.
- Should be willing to work in US Shift.
- Minimum 6 months experience in a customer support role preferred from a captive unit in voice process.
- A bachelor’s degree in administration or related field.
- Competence with problem-solving abilities in dealing with US clientele.
- Experience in CRM tools. Hands on expertise with Automatic Call Distribution Phone System (ACD), caller ID, and auto-dialling systems platform.
- Problem solving and analytical skills
- Communication and interpersonal skills
- Ability to work in high pressure environment
- International Call Center experience is not required, but will be an added plus
- Flexibility to work in 24x7 environment
- Excellent verbal and written communication skills along with active listening
- Ability to multi-task, set priorities and manage time effectively.
- Demonstrate appropriate sense of urgency for contact response time in the face of variable workflow.

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

**Salary**: ₹25,000.00 - ₹45,000.00 per month

**Benefits**:

- Commuter assistance
- Health insurance

Schedule:

- Night shift

Supplemental Pay:

- Performance bonus
- Shift allowance

Ability to commute/relocate:

- Gurgaon, Haryana: Reliably commute or planning to relocate before starting work (required)

Application Question(s):

- What is your Notice Period?
- What is your Current CTC?
- What is your Expected CTC?

**Education**:

- Bachelor's (required)

**Experience**:

- International Voice Process: 1 year (preferred)

Shift availability:

- Night Shift (required)

**Speak with the employer**

+91-XXXXXXXXXX

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