Customer Support Associate

5 days ago

Hyderabad, India DOWNTOWN Technologies Full time

**DOWNTOWN Technologies** addresses the growing needs of today's online businesses by providing a full range of outsourcing services for web-based customer support. With
**DOWNTOWN Technologies**, companies can now keep pace with the flood of Internet communications that are threatening to drown internal support teams.

**Support Type**: Voice

**Job Location**: Hyderabad, Andhra Pradesh, India

**Employment Status**: Full Time

**Position objective**:

- As a Customer Support Associate, you are expected to address customer challenges and queries and ensure effective resolution to the challenges during customer encounters
- Ensure customer satisfaction and quality parameters are met for the resolutions provided
- Ensure that you delight customers and help in retention by providing customer experience that would enhance stakeholder's value

**Roles & Responsibilities**:

- Effectively address customer queries by understanding challenges faced by the customer
- Ensure you meet set process for addressing customer queries
- Understand customer expectation clearly through effective probing
- Document reasons for customer dissatisfaction for all the queries and the challenges faced
- Understand and upgrade product and process knowledge to meet required standards of customer resolution on an ongoing basis
- Set high levels of performance standards for the given process/account
- Ensure you understand expected performance standards and metrics to be achieved for a given process/account
- Look for areas of improvement in the process and provide insights to your Supervisors to enhance customer delight
- Follow the learning management process to remain current and updated on required skills and knowledge required for the position
- Learn, help and support fellow members in the team in meeting desired performance standards for a given process/account
- Bring right attitude to the work place that complements and enhances the work culture
- Always Think like a winner

**Required Knowledge**:
Basic understanding on:

- Computer Operating Skills

**Skill**:

- Communication Skills - High

**Desired Behavior**:

- High commitment
- Ability to learn
- New ways of thinking and doing
- Adaptive to team and organization
- Open for feedback and learning
- Proactive and high energy

**Academic Qualifications**:
Undergraduate and above in any stream.

**Years of Experience**:
0 - 4 years working experience desired

**Type of Experience**:
BPO experience will be a plus, fresher’s are also eligible.

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