Executive / Associate - Customer Support

We are currently Hiring for International Non Voice Process - Customer Service Associate

The role of the Customer Service Associate (CSA) - Non Voice, will be responsible for:

• Having daily interactions with the customer to handle issues from end to end via chat and Email
• 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 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. Chat Quality, CSAT & DSAT
• Attend Team Meetings/additional training sessions as scheduled
• Performs other duties as assigned.

Critical Skills:-