Customer Support Associate

Role - Associate Customer Support

Qualification - Graduate in any field

Immediate Joiner

Minimum Experience - 1 to 5 years into CSE

Location - Greater Noida

Shift - Rotational Shifts 24*7

Week off - 2 Rotational & Split

Cab - Provided upto 30 kms vicinity

Role & responsibilities

• To respond promptly to customer inquiries and concerns via phone, email, or chats adhering to all company policies and procedures
• To resolve customer issues and complaints effectively and efficiently
• To follow the Customer Protection Standards and Guidelines while addressing customer complaints
• To register every complaint that has crossed the SLA
• To be responsible and accountable for each ticket/request raised until resolved successfully.
• To follow up & make sure that the ticket/request is resolved within the given TAT.
• To be updated on all existing & new products and services and ready to assist customers at any point in time.
• To responsibly coordinate with various internal departments, branches, customers, banks & service providers aiming to effectively resolve the issue at the earliest.
• To register all customer complaints/appreciations or suggestions or on branches/staff and escalate to Call Center Manager.
• To frequently analyze and report on any unusual delay of payments/services that require investigation
• To report any special/serious customer complaint/grievance that requires quick attention. To ensure that all the policies and procedures, code of conduct and regulatory guidelines are strictly complied with in the process of discharging duties.
• To manage time effectively to complete assigned tasks on time.
• To be patient, empathize and listen to customer grievance, assure to resolve the complaint.

Essential Qualifications, Capabilities and Knowledge

• Graduate in any discipline
• Min. 3-4 years of Exchange/Financial Services experience (working either in front office or back office)
• Should have exp. in handling customer complaints and resolving it within the stipulated time frame.
• Technical expertise in computer applications & communication systems.
• Excellent communication and comprehension skills to handle customers through different platforms viz. Call, Chat or E-mail.
• Computer Skills & Typing speed. Preferably from Disputes domain for TM & STM.

Competency Requirements

1. Excellent Communication skills

2. Ability to work under pressure

3. Able to maintain customer confidentiality

4. Excellent Typing skills

5. Multi-tasking skills.

6. Ready to work in 24 x 7 shift job

7. Punctuality

8. Commitment

9. Accountability

10. Team worker