Customer Support Representative

Customer Support Representive, Kolkata

The Executive Customer Service / Technical Support position interfaces with customers via inbound and / or outbound calls, Emails / Chats or through the Internet depending upon client requirements. This position provides customer service support / Technical Support and resolution of routine problems regarding client's product or services.

• Experience – Fresher or any experience
• Ensure service delivered to our customers meets contractual Key Performance Indicator ('KPIs')
• Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer
• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
• Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
• Maintain basic knowledge of client products and/or services
• Prepare complete and accurate work including appropriately notating accounts as required
• Participate in activities designed to improve customer satisfaction and business performance
• Offer additional products and/or services
• Track, document and retrieve information in call tracking database
• Respond to customer inquiries by referring them to published materials, secondary sources or more senior staff

Expected Candidate Profile:

• Graduate / Undergraduate in any discipline (may vary basis the job requirement)
• Courteous with strong customer service orientation
• Strong computer navigation skills and PC Knowledge
• Ability to effectively communicate in English, Hindi & Kannada, both written and verbally
• Dependable with strong attention to detail
• Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly
• Tolerance for repetitive work in a fast-paced, high production work environment
• Ability to work as a team member, as well as independently
• Demonstrate patience in all customer contact simulations, including maintaining a pleasant and professional tone and manner
• Ability to rotate shifts, as needed
• Willing to work 6 days in a week
• Based on location and/or program, additional experience/skills may be required
• Confirm customer understanding of the solution and provide additional customer education as needed
• Demonstrate strong probing and problem-solving skills
• Should be able to handle complex queries from customer and resolve the same independently

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Startek is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.

In a world where customers consistently interact with your brand across multiple channels-including digital and social-we at Startek value our ability to effectively garner those interactions and CX insights, analysing, unlocking, and providing intelligence that drives digital transformation and further revenues for you, our client.

Put simply: we break down the complexity of your customer lifecycle and help your customers build and sustain emotional connections with your brand.

Our tech-enabled and Human assisted digital solutions build both on your CX requirements and our business transformation expertise and willingness to consistently pivot, innovate, and take advantage of new digital technologies.

It's a robust approach. We've partnered with global brands for over 3 decades now -working with them across their consumer value chain and providing new age customer experience solutions and insights that are helping them define and reach their target audiences with greater efficiency and better value for every dollar spent.

Our partnerships have always been about more than building emotional connections with customers; they are about using artificial intelligence, omnichannel orchestration and providing CX insights & technologies, that has the power for digital transformation We do this across 46 locations in 13 countries, with over 40,000 employees managing almost half a billion customer interactions every year for over 150 clients in different industries.

*** DISCLAIMER***

With the increase of remote positions since COVID, many companies have seen an increase in false representation recruiters and offering fraudulent positions/pay rates that do not exist.

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