Customer Service Associate

Skill required: Omnichannel - Customer Service
Designation: Customer Service Associate
Qualifications:Any Graduation
Years of Experience:1 to 3 years
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 Support Customer service refers to the assistance and support provided by a business or organization to its customers before, during, and after a purchase or use of a product or service. It involves addressing inquiries, resolving issues, and ensuring customer satisfaction to build and maintain positive relationships.
What are we looking for?

Candidates are required to have excellent communication skills - written and verbal with absence of mother tongue influence

Strong Comprehension skills are key on this project. Ability to comprehend US customer needs through phone communication, translate the need into process query and provide the right resolution in a clear and concise manner

Willingness to work mainly US shifts in a 24/7 environment with shift rotations

Prior Voice Experience Mandatory. Preferably US Process (Telecom)

Ability to multitask and work with multiple tools to provide the best resolution

Functional knowledge of using CRM solution and MS Excel

Domain knowledge of US Customer Service, preferably Telecom industry

Job requires the candidate to be confident, probe for responses and empathize with customers.

Needs to be customer centric with strong conversational skills

Typing speed (Speed – 25 words per minute – 85% accuracy)

Sales/Retention/Tech experience would be an added advantage (International BPO Customer Service:Voice - Preferably US customer service / US Telecom)

Proficient in spoken English, Comprehension skills

Ability to Multitask

Sales/Retention experience will be an added advantage
Roles and Responsibilities: Provide resolution to the customer based on process knowledge and training provided, utilizing the company's internal CRM/mainframe systems and customer purchase orders

Thoroughly and efficiently gather customer information, access and fulfill customer needs, educate the customer where applicable to prevent the need for future contacts and document interactions on the internal systems

Should have good command over Grammar and be able to probe well & comprehend

Should possess willingness to help the customers by taking ownership

Ability to present solution to the customer and add value on calls

Should be able to summarize the conversation while providing the resolution

Access the company's internal systems to obtain and extract accurate information and provide customer service management with the data for inclusion in various scheduled and special reports

Maintain customer records by updating account information

Ability to think out of the box

Ability to work in a dynamic and innovative environment by contributing towards ideation for the project

 Qualifications 
Any Graduation