Representative, Operations

The Representative Customer Service / Technical Support position interfaces with customers via inbound and / or outbound calls, Emails / Chats or through the Internet depending upon client requirements. This position provides customer service support / Technical Support and resolution of routine problems regarding clients product or services.
Experience - Fresher or any experience

Ensure service delivered to our customers meets contractual Key Performance Indicator ( KPIs )

Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer

Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer

Greet customers in a courteous, friendly, and professional manner using agreed upon procedures

Maintain basic knowledge of client products and/or services

Prepare complete and accurate work including appropriately notating accounts as required

Participate in activities designed to improve customer satisfaction and business performance

Offer additional products and/or services

Track, document and retrieve information in call tracking database

Respond to customer inquiries by referring them to published materials, secondary sources or more senior staff

Candidate Profile

Graduate / Undergraduate in any discipline (may vary basis the job requirement)

Courteous with strong customer service orientation

Strong computer navigation skills and PC Knowledge

Ability to effectively communicate, both written and verbally

Dependable with strong attention to detail

Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly

Tolerance for repetitive work in a fast-paced, high production work environment

Ability to work as a team member, as well as independently

Demonstrate patience in all customer contact simulations, including maintaining a pleasant and professional tone and manner

Ability to rotate shifts, as needed

Based on location and/or program, additional experience/skills may be required

Confirm customer understanding of the solution and provide additional customer education as needed

Demonstrate strong probing and problem-solving skills

Should be able to handle complex queries from customer and resolve the same independently