Customer Service 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 an experienced and a reliable Customer Service Representative (CSR) 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 or make outbound calls, fulfill orders, solve problems, transmit messages, and share important details with the concerned department.
- **Designation: Customer Service Representative**_
- **Work Mode: Full Time / Remote**_
- **Duties/Responsibilities**:_
- Handle customers inquiries promptly and accurately.
- Serve customers by providing product and service information and resolving product and service problems.
- 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.
- Write service orders, ensuring all paperwork is legibly and accurately completed, with all customer requests or points of concern documented.
- Anticipate escalation and take over calls when needed.
- Client management and coordination for day-to-day operations.
- Call monitoring and providing actionable insights to improve performance.
- Perform other related duties as assigned.
- **Required Skills/Abilities**:_
- Excellent written and verbal communication skills.
- Prior working experience with English speaking North American customers/clients.
- Knowledge of techniques of customer satisfaction and retention.
- Ability to maintain records and prepare reports. (MS Word, MS Excel, PPT etc.)
- Ability to work cooperatively with all levels of the organization.
- Ability to communicate with others and to assimilate and understand information.
- Ability to operate assigned software.
- Ability to make sound decisions in a manner consistent with the essential job functions.
- Must be ready to work on rotational shifts in a 24x7 environment.
- Must be ready to switch between different customer support-centric roles as and when needed.
- Should have a high sense of responsibility, and be communicative, self-organized and open minded.

**Work Environment Requirements**:

- A PC/Laptop with a minimum of 8GB of RAM, a mid-end processor, and an OS of your choice.
- An internet connectivity with minimum of 50 MBPS, and with uninterrupted power supply.
- A quiet and uninterrupted working environment with a dedicated desk.
- **Advantages**:_
- Dynamic culture and work environment.
- Globally decentralized organization.
- Competitive pay.
- Paid Time Off.
- Work from home / Remote.
- **Inquisitive About Us, Know us more**:_

**Job Types**: Full-time, Permanent, Fresher

Pay: From ₹18,000.00 per month

**Benefits**:

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

Schedule:

- Night shift
- Rotational shift

Supplemental Pay:

- Overtime pay

Application Question(s):

- Available to work in weekly rotational shift?

**Experience**:

- International voice process: 2 years (required)

**Language**:

- Fluent English (required)