Customer Experience Representative

Role & responsibilities

• Professionally handle incoming customers' inquiries (via phone, chat & email).
• Performs 50% voice and 50% non voice tasks.
• Thoroughly and efficiently gather required customer information
• Research remittance information and updated status of the transaction.
• Review documents shared by customers to match with Internal information.
• Work closely with Partners and other stakeholders to ensure delivery of remittance submitted.
• Meet and exceed company and individual performance metrics.
• Be a reliable and agile resource for customer service.

Soft Skills

• Good oral and written business English communication skills with emphasis on comprehension, fluency and sentence construction.
• Excellent multi tasking ability and research skills.
• Good customer service orientation.
• Ability to set expectations, deliver and mediate information in a positive way.
• Good attention to details and meticulous attitude.
• Good time management skills.
• Critical thinking and decision-processing skills.
• Ability to work in a routinary environment, strong self-discipline, work ethic and resilience.
• Must be willing to work onsite (Amar Business Zone Swati Park, Veerbhadra Nagar, Baner, Pune, MaharashtraIndia).
• Must be willing to work in a shifting schedule including weekends and holidays.

Technical Skills

• Typing speed of at least 35 WPM.
• Effective business writing skills.
• Experience in using multiple web tools is a must.
• Good internet and computer navigation skills.

Experience, Education, Age

• Preferably with 1 year customer experience in BPO.
• Customer service experience or call center experience in remittance companies and delivery service business industries is also a plus.
• Multi channel and omni channel experience is also an advantage (voice and non voice experience).
• Completed Senior High School or its equivalent (2nd year college).
• College degree preferred but not required.
• Legal age of employment; at least 18 years old.