International Voice Support

International Voice Support / Inbound Calls

Shift / Off - Night Rotational Shift / Rotational Off (5 days work, 2 days off)

Exp - Mini 6 months

Salary - Up to 30k in hand (Will depend on previous take home)

Cab - 2 way

Food - Free food at office

Interested Candidate Contact

HR

Yashaswini

Phone No @

Email ID @

Job Description

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)

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

IntouchCX |

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 customers concerns

Ability to listen attentively and to use information provided by clients to

tailor responses and actions to meet the clients 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