Customer Support Executive

**CSA** - Voice Job Description / Profile

**Job Title** - Customer Service Associate (CSA) Voice

**Location** - Bengaluru

**Workspace** - WFO

**Department** - Operations

**Channel** - Voice

**Language**:

- English (additional languages may be required)

**Experience** - 0.6yrs - 5yrs

**Hours of Operation** - 24/7

**Overview of Position** **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 ssues

Providing white glove service and having the ability to provide an overall excellent customer experience

Managing customer expectations regarding estimated response times

Remote Requirements 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

Essential Functions 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

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

Pay: ₹16,000.00 - ₹28,958.30 per month

**Benefits**:

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

Work Location: In person