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Associate / Sr Associate - Query Management

Associate / Sr Associate - Query Management

Firstsource

2 - 7 years

2 - 4 Lacs

mumbai

Posted:-1 days ago| Platform:

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Skills Required

ticketing service level hp data protector product service billing healthcare business process management customer service associate financial services crm

Work Mode

Work from Office

Job Type

Full Time

Job Description

The Customer Service Associate is a frontline role responsible for delivering exceptional customer service to clients based in various regions. The role involves handling customer inquiries, resolving issues, and providing support across multiple communication channels, including phone, email, and chat. The Customer Service Associate will act as a brand ambassador, ensuring client satisfaction, and maintaining positive relationships with customers.

Roles & Responsibilities

Respond to customer inquiries promptly and professionally via phone, email, and chat, providing accurate information and resolving issues effectively.
Handle a wide range of customer concerns, including inquiries, product/service issues, billing inquiries, and general inquiries.
Demonstrate empathy and understanding while addressing customer needs and concerns.
Proactively follow up with clients to ensure their concerns have been resolved to their satisfaction.
Escalate complex issues to the appropriate teams or supervisors for timely resolution.
Adhere to established service level agreements (SLAs) and quality standards to meet or exceed customer expectations.
Ensure compliance with company policies, procedures, and data protection regulations while handling customer information.
Analyze customer issues and apply problem-solving skills to identify root causes and implement effective solutions.
Collaborate with internal teams to resolve customer concerns that require cross-functional support.
Develop a comprehensive understanding of the organizations products and services to provide accurate and helpful information to customers.
Stay updated with the latest product/service offerings and changes to effectively address customer inquiries.
Maintain clear and detailed records of customer interactions, ensuring accurate documentation of inquiries and resolutions.
Communicate effectively with customers and internal teams, using clear and professional language
Actively participate in training sessions and skill development programs to enhance customer service and problem-solving abilities.
Provide feedback on processes and procedures to improve overall service efficiency and customer satisfaction.

Expected/Key Results

Deliver high levels of CSAT / NPS scores / others
Adherence to regulatory Compliance
Achieve quality scores
Deliver on defined process specific metrics
Adherence to process SOPs
Schedule adherence

Preferred Educational Qualifications

Graduate Fresher
Undergraduate 2 Years Experience

Preferred Work Experience

Prior experience in customer service

Competencies & Skills

Excellent communication skills in English; proficiency in additional European languages is an advantage.
Strong customer service orientation with the ability to remain calm and composed while handling challenging situations.
Familiarity with customer service software, ticketing systems, and CRM tools is beneficial.
Empathetic and patient demeanour with a genuine desire to assist customers.
Ability to work in a fast-paced, dynamic environment and adapt to changing priorities.
Willingness to work flexible hours, including weekends and holidays, to support 24/7 customer service operations.

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Associate / Sr Associate - Query Management