Customer Services Agent

Job Description

Job description Tech Mahindra Ltd Pune Hiring for International Chat Process Contact- Meghna- 9226220118 (whatsapp/call) Work Location- Tech Mahindra Hinjewadi Phase 3(Both Way Cab facility) Role & responsibilities You will be responsible for handling inbound customer queries (inc. billing, rate plans, service activations and changes, credits and adjustments, troubleshooting and complaints) using the live chat channel. Take complete responsibility of providing accurate and relevant information and to resolve customers query on the first contact. Take end to end ownership of the customers issue and follow through commitments. Listen actively, understand, and assess issues from customers then communicate in a calm, clear, simple and personal way. Use simple language which is clearly understood by the customer. Adhere to work schedule & thereby contributing to operational efficiencies. Meet & maintain work ethics in congruence with organizational compliance. Deliver consistently, maintaining warm & professional relationships. Deliver on efficiencies & commercial targets Contribute to business profitability through various up-sell / cross-sell initiatives. Skills & Competency Requirement Excellent communication skills, written and verbal Listening skills - being attentive, patient and listening without interrupting Objection handling skills - Ability to think of possible alternatives for a situation and anticipate potential obstacles Being persuasive and diligent Achievement Orientation. Takes responsibility and stays focused on self-performance Ability to work within a team and building relationship with customers and team members Listens and responds appropriately to other team members ideas Problem Solving Skills. Build a logical approach to address problems. Basic levels of computer proficiency Working knowledge of MS Office applications like Word & Excel Experience of working in live chat processes or customer services or Telecoms industry (Mandatory) Experience with Upselling / Proactive Sales on live chat (Mandatory)le & responsibilities