International Non Voice Process

3 days ago

Mumbai Maharashtra, India AFTERSHOCK Full time

Designation: BACK OFFICE

Note: It is a night shift (No pick up & drop facility available

Experience: 0 - 3 years

Location: Andheri west

**Job Summary**:
**Key Responsibilities**:

- **Customer Support**:

- Provide timely and accurate information to customers about products, services, or account details.
- Resolve issues by offering solutions that enhance customer satisfaction and ensure quick resolution.
- **Data and Process Management**:

- Document and record all customer interactions accurately in CRM software.
- Maintain confidentiality of customer information and ensure all processes comply with company policies.
- Track and manage customer interactions, ensuring follow-up and resolution within set service levels.
- **Quality Assurance**:

- Meet established performance metrics for accuracy, response time, and customer satisfaction.
- Conduct regular reviews of completed interactions to ensure quality and identify areas for improvement.
- Provide feedback to the team on frequently asked questions to improve response processes.
- **Escalation Handling**:

- Identify and escalate complex queries to the relevant teams for resolution.
- Communicate with internal departments to expedite issue resolution and ensure customer satisfaction.
- Follow up on escalated cases to ensure customer queries are resolved in a timely manner.
- **Continuous Improvement**:

- Participate in training programs and stay updated on product and service information.
- Suggest improvements to processes, resources, and workflows to enhance the customer experience.
- Share insights from customer interactions to help improve products, services, and support content.
- **Reporting and Documentation**:

- Generate reports on key performance metrics, customer feedback, and trends.
- Document best practices and standard responses for common issues.
- Maintain accurate records of communication for compliance and quality assurance.

**Key Qualifications**:

- **Education**:

- High school diploma or equivalent; Bachelor’s degree is preferred.
- **Experience**:

- 1+ years of experience in customer service, preferably in a non-voice international process.
- Experience with CRM tools (e.g., Zendesk, Salesforce) is a plus.
- **Skills**:

- Excellent written communication skills with a strong command of grammar and spelling.
- Strong problem-solving skills with attention to detail and accuracy.
- Ability to manage multiple tasks and work efficiently under deadlines.
- **Attitude**:

- Customer-focused with a positive attitude and patience in handling queries.
- Self-motivated, proactive, and adaptable to a dynamic work environment.
- Team-oriented and open to feedback for continuous improvement.

Pay: ₹20,000.00 - ₹40,000.00 per month

Schedule:

- Night shift
- US shift

Supplemental Pay:

- Performance bonus

**Experience**:

- international non voice: 1 year (preferred)

Work Location: In person

**Speak with the employer**
+91 8452950795

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