Customer Service Associate

Skill required: Voice - Service Desk Voice Support


Designation: Customer Service Associate


Qualifications:Any Graduation


Years of Experience:1-3 years of Contact Center Experience


What would you do?
You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s.Looking for a candidate who is good in communication and has good knowledge on metrics of Customer SupportThe role is aligned to our Service Desk Voice Support team which is responsible for performing day to day operations while maintaining SLAs & solving queries related to disputes while coordinating with customers. The team reviews service requests based on the predefined scope of support, records, diagnoses, and troubleshoots customer raised incidents. They also manage unplanned interruptions to restore normal service operations as quickly as possible for voice interactions.


What are we looking for?
PayrollPayroll Systems tools (SAP, Workday, Oracle)HRO DomainCRM/Workflow tools (SNOW, Astute, Zendesk, Siebel)MS OfficeEmail Writing SkillsProblem solving skills (Analytical skills / Collabrative thinking/ Adaptable to change)Verbal Communication :Sentence Mastery, Vocabulary,Fluency,PronunciationCustomer Service Skills

Roles and Responsibilities: 1. Read, understand and analyze client process as per the business rules.2. Execute the process accurately and timely as a hands on processor.3. Escalate issues and seek advice when faced with complex issues/problems.4. Participate in client conference calls and prepare minutes of meeting'. 5. Ensure LWI's are followed and updated regularly and train the team members on process updates.6. Perform "Root Cause Analysis" on issues faces and suggest appropriate corrective action for current remediation and future control. 7. Must be able to propose process improvement ideas which can reduce time, improved accuracy or enhance controls 8. Must have clear understanding of the existing matrices in the process, how they are measured and improvise the measurement system to make it more effective and transparent. 9. Update process metrics on daily basis and maintain MIS.10. Always demonstrate the highest level of customer service.11. Pay close attention to detail and follow through to resolve any outstanding issues.12. Goes beyond immediate requests and activities to ensure both own and related tasks are completed.


Qualifications

Any Graduation