This role responds to customer queries and provide resolution, support and assistance to the customers pertaining to various products and services provided by our client through a blend/either of voice, email, webchat or backend documentation responses by delivering excellent customer service
- Their goal is to educate and assist customers to make it as easy and as desirable as possible to do business
CORE RESPONSIBILITIES
- Deliver excellent customer service within shifts assigned including prompt resolution of customer related issues, complaints, enquiries or challenges.
- Should be abreast of all the key process related updates, SLAs, individual performance eventually contributing to team performance.
- Grasp, Comprehend clear the training period with relevant toll-gate scores
- Attend all team briefing/meetings/coachings on a timely basis.
- Be knowledgeable of regular process changes provided
- Seek guidance from Team leader/management and escalating when necessary or genuine needs arise.
- Maintain regular, reliable performance and attendance, including the daily schedule as assigned.
- Adhere to Company Code of Conduct policies laid by the HR
- Handle inbound or outbound calls, chats, emails or data from customers (depending on process assigned)
- Connecting with customers, listen, understand and empathize with their issues to provide the best suitable resolution at first contact where possible.
- On occasions, you may have to deliver what is seen as not-so-positive news, however make sure that a customer understands the reasoning behind decisions that are made.
- Act as a team player and coordinate work respectfully with fellow members in co-ordination.
- Update relevant information accurately into the client s systems and give constructive feedback to enhance systems and improve overall customer experience.
- Demonstrate a can do open-to-feedback attitude, to develop a great working culture to help us achieve the best results.
- Work towards targets set, manage own time and prioritise tasks to meet through expected work discipline as a professional.
- Work closely with team leader by implementing the coaching aspects discussed for self and career development
Value-Add Responsibilities:
- Participative in team bonding, offline activities as necessary
- Assist new team members in need and breed the team culture
Essential Knowledge:
- Basic knowledge of using MS office basic applications like Word, PowerPoint, Excel, Notes, etc
Essential Skills:
- Willingness to work in rotating shifts (including night shifts).
- Communicate effectively, both orally and in writing.
- Flexibility to meet business requirements and fluctuating workload
- Organize, prioritize, and schedule work assignments.
- Hardworking and Smart working attitude with openness to feedback
- Have acceptable typing speed of atleast 22 WPM/90% Accuracy
MINIMUM QUALIFICATION:
