Customer Service Representative

Salary : Competitive / Paid in Indian Rupee . INR / Annual Recommended Quick Links

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What You Should Know About This Job

Role : Customer Support Agent

Location : Gurugram / Kolkata

Position summary :

A customer support agent in this role responds to customer queries over the phone and provide support and resolution to existing / new queries on services provided by the client. The agent will play an integral role in improving the customer experience by providing fast, friendly, and effective service with accurate and personal solutions to customer inquiries coming from across the world, not just India.

Minimum eligibility :

1) Education : Graduate

2) Experience : 6 Months Minimum (International Voice process)

3) Shifts : UK Shifts

Roles and responsibilities :

1) Manage large amounts of incoming phone calls and exchanges from the customers across the globe

2) Address customer complaints, research customer issues, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution

3) Escalate customer service issues, if required

4) Update and process information accurately into the case management system(s) and spreadsheets

5) Provide support to other teams tasked with resolving complex issues

6) Clear Communication - during all conversations with customers over the phone, use English that delivers information and solutions in an easy manner as customers will be calling from the across the world

7) Follow communication procedures, guidelines, and policies

8) Professional Focus - demonstrates a high level of personal and professional integrity when dealing with Customers. Treats all customers with empathy and respect and consideration

9) Teamwork consistently works together, trust in each other, engage in constructive conversations for the good of the group

Qualifications :

1) Excellent in verbal English communication

2) Strong phone contact handling skills and active listening

3) Good problem-solving skills

4) Professional & courteous in speaking

5) Ability to analyze data and diagnose the issue

6) Ability to multi-task, work through multiple system for diagnosis, prioritize, and manage time effectively

7) Ability to liaise with customers at all levels

8) Ability to handle and resolve complex customer calls

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