10 Oct
IntouchCX
Bengaluru
- International Voice Process Customer Service Associate.
- Minimum 6 months of International Voice Experience who can join us immediately.
The role of the Customer Service Associate (CSA) - Voice, will be responsible for :
- Having daily interactions with the customer to handle issues from end to end via call.
- Going the extra mile to engage customers in solving issues and ensuring satisfaction.
- Quickly and effectively building rapport with customers while diagnosing and resolving issues.
- Providing white glove service and having the ability to provide an overall excellent customer experience.
- Managing customer expectations regarding estimated response times.
Requirements :
- An obligation to deliver exceptional customer service.
- Receive inbound calls to gather and verify required information and do utmost within their power to solve customer problems.
- Have excellent judgment skills to be able to properly evaluate situations and immediately by providing effective solutions
- Ability to learn new skills and quickly absorb and interpret new information, products, and features from the perspective of the customer
- Actively listen to the customer, and show empathy and patience
- Provide information to the client and place appropriate notes in system indicating exactly what action was taken or needs to be taken
- Ensure policies and procedures are followed on all calls
- Maintain thorough knowledge of systems so that information can be researched and proper information is given to customer
- Learn and retain a thorough working knowledge of all existing and new process and procedures
- Achieve assigned Key Performance Indicators e.g.
Call Handle Time, Quality, CSAT & DSAT
- Attend Team Meetings/additional training sessions as scheduled
- Performs other duties as assigned.
Critical Skills :
- Above average verbal and written communication skills - ability to speak accurately, using proper grammar, and good enunciation
- Ability to show high emotional intelligence by remaining calm under pressure while solving the customers concerns
- Ability to listen attentively and to use information provided by clients to tailor responses and actions to meet the clients specific needs
- Ability to learn new skills and quickly absorb and interpret new information, products, and features from the perspective of the customer
- 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 phone system and 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
Educational/Work Experience and Requirements :
- Must successfully pass a background check
- High school diploma OR equivalent required
- Post secondary degree is a plus
- Must have at least six months customer service experience or equivalent
Perks and Benefits :
- Perks and benefits An attractive compensation package with performance-based incentives Incredible learning and growth opportunities Outstanding rewards and recognition program & employee engagement activities Free Food and Transport while working on-site Medical Insurance
Contact :
HR Sanjana :
8147091044