Customer Service Associate - Query Management

Skill required:Query Management - Service Desk
Designation:Management Level - Associate
Job Location:Mumbai
Qualifications:Any Graduation
Years of Experience:1 to 3 years
What would you do?
The responsibility of an advisor as customer service associate will be to assist our customers end to end for any queries around billing, package related and technical support. Requires advisor to personalize the conversation, manage productivity, display strong communication skills and create sales opportunity. Candidates needs to display attention to detail, show ownership and be able to embrace feedback. Ability to multi-task in usage of different applications and adhere to key compliance measures.

Strong customer service skills

Strong verbal English language proficiency.

Ability to multi-task in usage of different applications and tools

Analytical and Problem-Solving skills

Team-work - Liaise with other support teams as required to resolve requests/issues in a timely manner

Attention to Detail -Ensure proper documentation, notification, escalation, tracking and follow up of all incidents

Ownership of the customer journey with quick and accurate resolution. This role is aligned to our Service Desk team which is responsible for providing 1st level customer service support to clients with respect to their operations. The team acts as a Single Point of Contact ("SPOC") to meet the communication needs of both users and clients, and to satisfy both customers and clients. In this role, you may be asked to switch between any support channel of phone, chat, and Email based on the business requirements. What are we looking for?

Adaptable and flexible

Ability to perform under pressure

Problem-solving skills

Detail orientation

Ability to establish strong client relationship

Able to work on a flexible basis as determined by the business needs

Ability to work under pressure

Team worker

Positive Attitude

Quick Learner

Punctual and Disciplined

Good Communication skills

Customer Focussed

Results driven

High standards of Integrity

Attention to detail

Any graduate from Govt. recognized universities

10+2 Under-graduates with minimum 6 months prior experience preferred

Customer satisfaction metrics like CSAT and NPS

Productivity Metrics like AHT and Break Adherence

Quality and Compliance metrics as defined by process

Knowledge Check Scores

Attendance

Revenue metrics like Sales & Credit per chat

First Time Resolution of customer query Roles and Responsibilities

In this role you are required to solve routine problems, largely through precedent and referral to general guidelines

Your expected interactions are within your own team and direct supervisor

You will be provided detailed to moderate level of instruction on daily work tasks and detailed instruction on new assignments

The decisions that you make would impact your own work

You will be an individual contributor as a part of a team, with a predetermined, focused scope of work

Please note that this role may require you to work in rotational shifts