International Non Voice ( Tech Support )

Walk In Details

Venue

Prodapt Solutions, Module 1, Tower 1 (3rd Floor), Chennai One IT SEZ, Thoraipakkam, Chennai- 600097

Date : Jan 17th & Jan 20th

Time : 12PM - 6PM

Note : Candidates who are interested to come for the walkin drive kindly share your cv to Aarudhra.s@prodapt.com

Requirements:

1. Technical Knowledge: Proficiency in diagnosing and resolving telecom-related technical issues.
2. Customer Service Skills: Ability to provide excellent customer support and ensure high satisfaction levels.
3. Communication Skills: Strong verbal and written communication skills in English to effectively interact with US customers.
4. Shift Flexibility: Willingness to work night shifts aligning with US time zones.
5. Problem-Solving Abilities: Capability to handle and resolve customer issues efficiently and effectively.
6. NPS and CSAT Focus: Understanding and improving Net Promoter Score and Customer Satisfaction metrics.
7. AHT Management: Ability to manage Average Handle Time to enhance efficiency.
8. Sales Skills: Competence in upselling and cross-selling telecom products and services.
9. Typing Etiquettes: Maintaining professionalism and accuracy in written communication.
10. First Call Resolution: Aim to resolve customer issues on the first interaction.
11. Professionalism: Exhibit a professional demeanor in all interactions.
12. Adaptability: Ability to adapt to different customer needs and scenarios.

Roles and Responsibilities

• Technical Troubleshooting: Diagnose and resolve technical issues related to telecom services, ensuring minimal disruption for customers.
• Customer Interaction: Provide excellent customer service through various channels (phone, chat, email), addressing customer concerns and queries effectively.
• First Call Resolution: Aim to resolve customer issues during the first interaction to enhance customer satisfaction.
• Documentation: Accurately document customer interactions, technical issues, and resolutions for future reference and continuous improvement.
• Performance Metrics: Focus on improving key performance indicators such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Average Handle Time (AHT).
• Communication: Communicate technical information clearly and effectively to customers, ensuring they understand the solutions provided.
• Sales Support: Identify opportunities to upsell or cross-sell telecom products and services when appropriate.
• Professionalism: Maintain a professional demeanor in all interactions, adhering to company policies and procedures.
• Team Collaboration: Work collaboratively with team members and other departments to resolve complex issues and improve overall service quality.
• Adaptability: Adapt to different customer needs and scenarios, providing tailored support and solutions.

Benefits

*Two Way Cab Facility

*One Day Meal

Candidates with Good Communication In English and willing to work in Night Shift can apply for this job.