Customer Support Specialist

Customer Support Specialist

Job Description

We are hiring for experienced customer care specialists who have excellent verbal and written communication for our US based client. In this role, you will be the voice of the customer, fielding real time calls from customers across the US. The ideal candidate should have excellent verbal communication and problem solving skills in a fast-paced and SLA driven customer care/support environment.

Requirements

• Must have proven US voice process experience (inbound/outbound) preferably supporting a
  large multinational company
• Successfully troubleshoot and resolve all customer service inquiries or Fraud related issues
  via phone contacts
• Provide US based customers with critical service relying on customer satisfaction knowledge
  and skills
• Meet established service level metrics for call response and customer service
• Research and update knowledge-base for solutions that can be used to provide first call or
  contact resolution
• Log Incidents/call tickets into respective CRM tools, monitor incoming contacts for
  assignment, follow-up and resolution
• Adhere to quality control discipline, procedures and checks at all times
• Report issues and concerns as soon as possible to seniors/team leaders/managers etc in
  time and with complete information, to prevent or limit possible damage/fraud.

What Were Looking

• 3 + years of experience in an international voice process role, preferably fraud prevention process
• Excellent verbal and written communication skills supporting US based clients is a must
• Under-Graduate/Graduate/Post-Graduate in any discipline. Relevant years of experience would be preferred.
• Good typing skills (25-30 word per minute)