Associate - Customer Service (1-5 yrs)

Job Description:

Location: Thane

Roles & Responsibilities :

- Answering Inbound Calls or outbound calling to consumers to learn about their needs, complaints, or other issues with billing and services.

- Handling a high volume of inbound/outbound calls or both and should seek to create a positive experience for each consumer.

- Process payments for the invoices on the account.

- Engaging in active listening with consumers, confirming or clarifying information and pacifying angry consumers.

- Exceptional customer service, good typing skills, professional phone voice.

- Willing to work from the office.

- Respond promptly and professionally to incoming customer inquiries in person, by telephone, or by email

- Maintain an updated knowledge of the organization's products, services, and customer service policies.

- Document customer interactions when necessary, compiling documents and forwarding information to interested parties.

- Explain simply and clearly in response to customer questions and check for customer understanding and acceptance.

- Assist clients by demonstrating the use of goods and programs and answering any questions they may have.

- Participating in training opportunities provided by the organization or by client.

- Establish and maintain good rapport with customers by using positive language and anticipating their needs.

CSA Skills :

- Good Communication skills

- Good PC and CRM skills

- Good Organizational and Time management skills

- Good Team Player

- Good Customer interaction skills

Qualifications and Education :

- Secondary/Higher Secondary/bachelor's degree in any stream

Experience :

- Candidate should have at least 2 Years of International BPO calling experience (US/UK/AUS) out of which minimum 1 Year of Collections. Experience from reputed/known organizations preferred.

- Call Center, banking or collection industry background preferred.

- Preferred 3rd Party or 1st Party Collections experience.

- Decent Sales/Retentions background with reputed companies can be considered

Required Skills :

- Proven success in a voice calling role (Collections/Customer Service/Sales/Retentions)

- Strong decision-making ability basis

- Ability to communicate clearly and negotiate on the call

- Ability to use positive language with customers

- Strong working knowledge of operational procedures

Geographical & other requirements :

- Should be within the defined transport boundaries

- Collectors should not have a gap of over 2 months recently

Transport: Drop provided within the boundary.

Shift Timings: US Shifts