Customer Service International

4 weeks ago

Bangalore Metropolitan Area, India Intouch CX Full time

Intouch CX, we’re revolutionizing the global customer experience across all industries, delivering innovative, value-driven customer care solutions to the world’s best-known brands. We are partners in long-term growth, helping to scale and optimize your CX through our data-driven and brand-specific approach.

The Role

You will be responsible for :

  • Handling inbound calls and emails in a professional manner.
  • Resolving customer inquiries and requests and ensuring strong customer satisfaction.
  • Working with various internal teams to ensure prompt and accurate order processing and delivery.
  • Escalating customer feedback as required.
  • Providing support and resolving technical issues via email and other electronic communications
  • Building credibility and trust with the customer by empathizing with their problem in words
  • Proactively understanding their needs and responding promptly to resolve their issue
  • Applying advanced troubleshooting techniques to provide unique solutions to the customer's individual needs
  • Leveraging their experience to provide feedback to the team on how to improve client services
  • Driving customer communication during critical events requirements
  • An obligation to deliver exceptional customer service
  • Receive emails and chats to gather and verify required information and do utmost within their power to solve customer problems
  • Demonstrate empathy and patience to the customer
  • Demonstrate enthusiasm to be a self-starter who is excited about learning new technologies on a daily basis
  • Provide information to the client and place appropriate notes in the system indicating exactly what action was taken or needs to be taken
  • Ensure policies and procedures are followed
  • Maintain thorough knowledge of systems so that information can be researched and proper information is given to the customer
  • Learn and retain a thorough working knowledge of all existing and new processes and procedures
  • Achieve assigned Key Performance Indicators e.g. Call Handle Time, Quality, CSAT & DSAT
  • Attend Team Meetings/additional training sessions as scheduled

Ideal Profile

  • You have at least 1 year experience within a Customer Service role, ideally within the Staffing / Executive Search industry.
  • You possess excellent interpersonal as well as written and verbal communication skills.
  • You pay strong attention to detail and deliver work that is of a high standard
  • You are a strong team player who can manage multiple stakeholders
  • You possess strong analytical skills and are comfortable dealing with numerical data
  • Above average verbal and written communication skills - ability to speak accurately, using proper grammar, and good enunciation
  • Ability to listen attentively and to use information provided by clients to tailor responses and actions to meet the client's specific needs
  • 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 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

What's on Offer?

  • Join a market leader within Staffing / Executive Search
  • Leadership Role
  • Attractive Salary & Benefits

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