Customer Service Representative | Email & chat | Gaming process

Greetings from Intouch cx !!

We are currently hiring for an immediate opportunity for an International Non Voice (Gaming Project).

Point of contact :

HR : Ken

Number : 7406234123

Email : kenialbert.hr@intouchcx.com

Job Title Customer Service Associate (CSA):

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

• Providing support and resolve technical issues via email and other electronic communications
• Building credibility and trust with the customer by empathizing with their problem in words
• Proactively understanding their needs and responding promptly to resolve their issue
• Applying advanced troubleshooting techniques to provide unique solutions to the customers individual needs
• Leveraging their experience to provide feedback to the team on how to improve client services
• Driving customer communication during critical events

Essential Functions:

• An obligation to deliver exceptional customer service
• Receive emails and chats to gather and verify required information and do utmost within their power to solve customer problems
• Demonstrate empathy and patience to the customer
• Demonstrate enthusiasm to be a self-starter who is excited about learning new technologies on a daily basis
• 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
• 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 listen attentively and to use information provided by clients to tailor responses and actions to meet the clients specific needs
• 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 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

Educational/Work Experience and Requirements:

• Must successfully pass a background check
• Plus 2 is a must
• Graduation degree is a plus
• Must have at least six months customer service experience or equivalent
• Experience in the gaming/tech support industry is a plus

Perks and Benefits:

• 2 way free cab and food provided
• Attractive incentives and attendance bonus is also provided