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CX Agent
4 months ago
Roles and Responsibilities
Attending to calls/ chats from the users Closure of 80% tickets with SLA
Key skills required
Good typing speed & accuracy: Ability to comprehend what the user is sayingIssue handlingReplying to the user using the internal tools & SOPSAbility to decide which issue to escalate & which to resolve on first contact Good communication skills: Good speaking & writing skills both in Hindi & English Note: Tools to be handled: Sherlock, Freshdesk, Ozonetel, Guru
Key requirements for the role
Minimum 2 years of experience in the CX domain/ ops Ownership driven mindset, drive to resolve issue on first contact itself rather than flip Team Player, intent to fill in for a peer agent in case of an emergency/ critical situation Approaches CX from a customer oriented mindset Selection process & timelines : Once we have your application, our Talent team will review and reach out if we find your profile/portfolio suited for the current requirements. Expect at least 3 rounds to assess your articulation & communication, general aptitude, attitude and team fitment. You will be quizzed for your role-related knowledge and general cognitive ability.We aspire to create an inclusive culture of diverse people not just because it's the right thing to do but because heterogeneity inspires us and is more fun We employ people solely on merit and do not discriminate against any employee or applicant because of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, marital status, pregnancy or related condition (including breastfeeding), or any other basis protected by law.