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Sutherland Global Services Inc
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Customer Service Associate

Customer Service Associate

Sutherland Global Services Inc

1 - 6 years

3 - 8 Lacs

mumbai

Posted:-1 days ago| Platform:

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Skills Required

bpo training quality standards customer satisfaction billing customer support customer service customer service associate banking products product support

Work Mode

Work from Office

Job Type

Full Time

Job Description

Job Description Summary :
Provide customer support to consumers via telephone and/or Internet, e.g., instant message, email. Handle customer inquiries and resolve simple and basic support issues, such as address changes, processing orders, warranty or billing/payment. For product or service-related issues, will move customer to appropriate Product Support Specialist.

Job Description:

What you will be doing:

Provides customer support by phone, email or instant message to consumers. Serves as primary contact for inbound customer issues. Escalates more technical product-related issues to proper Product Support department.

Processes a high volume of consumer inquiries of Banking products and services and resolves a targeted percentage of those inquiries.

Troubleshoots customer problems, identifies root cause of problem and uses tool and resources appropriately to determine how to resolve customer problems.

When unable to resolve problems in a reasonable amount of time, will escalate to appropriate resource. Follows up on escalated issues with coaching and mentoring to learn appropriate solution and expand overall knowledge.

Tracks and documents inbound support requests and ensures proper notation of customer problems or issues.

Updates customer information and ensures accurate entry of contact information.

Meets standards of job, such as quality standards, adherence to schedule and average handle time.

May provide guidance and/or mentoring to less experienced Customer Service Associates - Consumer.

Other related duties assigned as needed.

About the Team

Our team of associates are great to work with, and we have an awesome team of management professionals who are there to help guide you to success. We believe our clients are the most important aspect of our business. Our determination to be the best that client has to offer rings true with each team member through training, knowledge and a desire to excel in the financial world.

What you bring:

Knowledge of Visa/MasterCard operating rules and regulations and federal and state regulations

Knowledge of processes and procedures that affect credit, debit and pre-paid debit dispute processing

Excellent customer service skills that build high levels of customer satisfaction

Computer navigation and operation skills

Detail-oriented with good organizational skills

Added bonus if you have:

1-year of customer service experience that helps you in dealing with these customers

1-year experience working in a high-volume contact center/ BPO

Excellent customer service skills that build high levels of customer satisfaction

What we offer you

Training from Office for 2 months and then PERMANENT WORK FROM HOME.

A competitive salary with attractive benefits including private medical and dental coverage insurance

A multifaceted job with a high degree of responsibility and a broad spectrum of opportunities

A modern work environment and a dedicated and motivated team

A broad range of professional education and personal development opportunities

A work environment built on collaboration and respect

Highest Qualification:

10+2 (Graduate Preferred)

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Sutherland Global Services Inc

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Customer Service Associate