Customer Service Associate

 About The Role  

Skill required: Voice - Service Desk Voice Support

Designation: Customer Service Associate

Qualifications:Any Graduation

Years of Experience:1 to 3 years

What would you do? Job Responsibilities / AuthoritiesReceive inbound Calls/Emails/Chats and ensure that cases and interactions are logged correctly in the ticketing toolWalk customers / Provide navigational support on self-service portalEnsure security verifications are carried out per company policies and procedures and is in line with the GDPR guidelinesPlace outbound calls to customers when required in line with Client / Company guidelinesWork productively whilst maintaining exceptional call/data quality standards in line with targetsContribute to the team through open and regular communication with peers / supervisorsAdhere to all company or departmental policies and procedures (personnel and operational)Keep the process repositories like DTPs, Knowledgebase, SharePoint updated with the current processMaintain regular and punctual attendance in line with company policies and proceduresMinimise customer complaints and escalations by providing exceptional service and call controlLooking for a candidate who is good in communication and has good knowledge on metrics of Customer SupportNature of HR queries to be dealt with:Provide recruitment and onboarding support to new employeesUpdating personal records (Address, Name, emergency contact details) of the employeesHelping employees process their timesheets, updating payroll records and answering paystub-related questions thus ensuring that employees are compensated correctly and on timeHelping employees obtain their verification of employmentHelping hiring managers in the recruitment processManage employee grievance queriesAdminister or change benefits, health plans, retirement plans, etc.Recording, diagnosing, troubleshooting, resolving or assigning incidents and service requests based on defined scope of support. Manage unplanned interruptions to restore normal service operations as quickly as possible for voice interactions.

What are we looking for? NAKnowledge & Skill RequirementAbility to demonstrate an efficient use of customer service technologies to complete a customer transaction using Ticket Tracking System (Service Now preferred), ERP systems, Microsoft Office Suite, and Internet ExplorerGood technical aptitude with an ability to learn quicklyExcellent verbal and written communication skillsTyping speed 50 words per minuteEducational ProfileAny graduate from Govt. recognized universitiesExperience Profile:Prior international BPO work experience preferredFreshers acceptableNon-BPO work experience would be irrelevant

Roles and Responsibilities: In this role you are required to solve routine problems, largely through precedent and referral to general guidelines Your expected interactions are within your own team and direct supervisor You will be provided detailed to moderate level of instruction on daily work tasks and detailed instruction on new assignments The decisions that you make would impact your own work You will be an individual contributor as a part of a team, with a predetermined, focused scope of work Please note that this role may require you to work in rotational shifts
 Qualification 
Any Graduation