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Customer Service Representative

2 weeks ago

Gurgaon, Haryana, India NLB Services Full time ₹ 4,00,000 - ₹ 6,00,000 per year


• Provide high quality Tier 2 Customer Support service to Customers with complete focus on 100% issue resolution and 100% customer satisfaction.

• Adhere to Client defined as well as internally defined processes and procedures while handling Inbound calls emails & chats

• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams

• Strive and achieve SLA target and business outcome indicators defined by the client

Job Responsibilities / Authorities

  • Receive inbound Calls and ensure that cases and interactions are logged correctly in the required tool

    • Walk customers/ Provide navigational support on self service portal

    • Ensure security verifications are carried out per company policies and procedures and is lines with the GDPR guidelines

    • Place outbound calls to customers when required in line with Client / Company guidelines

    • Work productively whilst maintaining exceptional call/data quality standards in line with targets

    • Contribute to the team through open and regular communication with peers / supervisors

    • Adhere to all company or departmental policies and procedures (personnel and operational)

    • Keep the process repositories like DTPs, Knowledgebase, SharePoint updated with the current process

    • Maintain regular and punctual attendance in line with company policies and procedures

    • Minimise customer complaints and escalations by providing exceptional service and call control

Knowledge & Skill Requirement

Working Hours:

• Shift will be in any of United States of America time zones

• Open to work in rotating work week (Mon-Fri, Tue-Sat, Wed-Sun)

Overall Purpose of Job

To Apply -

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