IntouchCX - Executive - Customer Support (1-5 yrs)

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

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 function :

- 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

Perk & Benefits :

- 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

Interested candidates can contact

HR Meghana AC @9620689154