Associate - Customer Support (0-1 yrs)

Roles and Responsibilities

- Respond to customer queries in a timely and accurate way, via phone, email or chat

- Resolve the customer concern to be in line with standards defined basis client policies and guidelines.

- Make decisions according to the defined Policies and Procedures with High level of accuracy

- Responsible to deliver high quality and productivity results that meet the identified targets.

- Strong ability to multitask and take fast decisions independently

- Maintains composure and patience with customers

- Energetic, friendly and approachable individuals who that understand the importance of great customer service

- Correctly follow Flows and implement different quality standards/definition documents

- Be responsible to deliver a high quality, customer-driven, support service resolving customer enquiries at the first point of call wherever possible.

- Demonstrates confidence and willingness to resolve customer requests or queries.

- Maintain and improve Customer Satisfaction by delivering against those initiatives that have been identified as crucially important during each and every customer support engagement

- Ability to assess customer sentiment at all stages during the communication, to take the lead in escalating an issue on behalf of the customer and to arrange for a supervisor to mediate in the interaction if deemed necessary by you or if requested by the customer.

- Can interact effectively with the personnel, tools & resources in the Customer/technical Services team to help resolve customer issues (escalation points, knowledgebase tools, internal applications etc.