IntouchCX - Associate - Customer Service - International Voice Process (1-5 yrs)

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

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

- 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.

Requirements:

- 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 customer's concerns

- Ability to listen attentively and to use information provided by clients to tailor responses and actions to meet the client's 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

Educational/Work Experience and Requirements:

- 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

- Job Type: Full-time

- Pay: 16,000.00 - 30,000.00 per month

- Rotational shift

- US shift

- Commuter assistance

- Food provided

- Health insurance

- Provident Fun

- Overtime pay

- Performance bonus

Education:

- Higher Secondary(12th Pass) (Preferred)

- Work Location: In person

Contact HR Teresa- 7406215123