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Executive - Customer Support - International Voice Process
IntouchCX
posted 17hr ago
Job Role Insights
Fixed timing
Key skills for the job
Job Description
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- International Voice Process Customer Service Associate.
- Minimum 6 months of International Voice Experience who can join us immediately.
- Having daily interactions with the customer to handle issues from end to end via call.
- Going the extra mile to engage customers in solving issues and ensuring satisfaction.
- Quickly and effectively building rapport with customers while diagnosing and resolving issues.
- Providing white glove service and having the ability to provide an overall excellent customer experience.
- Managing customer expectations regarding estimated response times.
- An obligation to deliver exceptional customer service.
- Receive inbound calls to gather and verify required information and do utmost within their power to solve customer problems.
- Have excellent judgment skills to be able to properly evaluate situations and immediately by providing effective solutions
- Ability to learn new skills and quickly absorb and interpret new information, products, and features from the perspective of the customer
- Actively listen to the customer, and show empathy and patience
- Provide information to the client and place appropriate notes in system indicating exactly what action was taken or needs to be taken
- Ensure policies and procedures are followed on all calls
- Maintain thorough knowledge of systems so that information can be researched and proper information is given to customer
- Learn and retain a thorough working knowledge of all existing and new process and procedures
- Achieve assigned Key Performance Indicators e.g. Call Handle Time, Quality, CSAT & DSAT
- Attend Team Meetings/additional training sessions as scheduled
- Performs other duties as assigned.
- Above average verbal and written communication skills - ability to speak accurately, using proper grammar, and good enunciation
- Ability to show high emotional intelligence by remaining calm under pressure while solving the customers concerns
- Ability to listen attentively and to use information provided by clients to tailor responses and actions to meet the clients specific needs
- Ability to learn new skills and quickly absorb and interpret new information, products, and features from the perspective of the customer
- Ability to work in a fast-paced, hectic, changing environment
- Ability to organize and follow-up multiple tasks/details with accuracy and timeliness
- Ability to operate a phone system and personal computer
- Ability to adhere to all organizational policies and procedures
- Ability to work a variety of shifts including days, afternoons, evenings, weekends and holidays
- Ability to perform basic mathematical functions
- Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds
- Must successfully pass a background check
- High school diploma OR equivalent required
- Post secondary degree is a plus
- Must have at least six months customer service experience or equivalent.
Employment Type: Full Time, Permanent
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What people at IntouchCX are saying
Rating based on 60 Customer Support Executive
reviews
Anonymous · Customer Success, Service & Operations
in Hyderabad / Secunderabad
Likes
There is nothing which I like in intouchcx, because of intouchcx my life and my health has ruined, too much stress, work pressure, favouritism, politics in the process, I worked for 1.5 years in intouchcx in this duration of time, i got several diseases because of stress, work pressure, no breaks, 5 hours we use to sit in one place,..Read More
Dislikes
I recommend not to join intouchcx if your body does not accept all this kind of stress
- Salary - Poor
+6 more
Customer Support Executive salary at IntouchCX
reported by
233
employees
₹1.5
L/yr - ₹4.8
L/yr
8%
more
than the average Customer Support Executive Salary in India
View more details
What IntouchCX employees are saying about work life
based on 1.8k employees
Strict timing
Rotational Shift
No travel
Night Shift
IntouchCX Benefits
Submitted by Company
Health Insurance Job Training
Submitted by Employees
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