International Voice Process - Customer Support

Greetings from Intouch cx!!

We are hiring for International Voice Process.

Please Contact :

HR Rilson @8147091046 and email rilson.dsouza@intouchcx.com for more job enquiries.

Roles and Responsibilities:

• 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 ssues
• Providing white glove service and having the ability to provide an overall excellent customer experience
• Managing customer expectations regarding estimated response times

Essential Functions:

• 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

Critical Skills:

• 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

Perks and Benefits:

• 2 way free cab and food is provided
• Attractive Incentives and attendance bonus provided as well