Customer Service Representative - Voice Process

Job description

Role Customer Support Agent

Location Hyderabad

Position summary :

A customer support agent in this role responds to customer queries over the phone

and email 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 : Graduation is Mandatory (No B-Tech / B.E / BSC)

2) Experience : Fresher / Experience (For B-Tech 1 year experience is mandatory

3) Shifts : UK Shifts (Rotational)

Roles and responsibilities :

1) Manage large amounts of incoming phone calls

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

or email, 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 policies8) 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 work together, trust in each other, engage in

constructive conversations for the good of the group

10) Perform non-phone tasks whenever required - mailing, printing, copying,

filing, report preparation, job aids

Qualifications :

1) Excellent in written and verbal English communication

2) Strong phone contact handling skills, email writing skills and active listening

3) Good problem-solving skills

4) Professional & courteous in speaking and writing

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

9) MS Office Skills : Word, Excel, Outlook, Teams, PowerPoint, SharePoint.