Customer Support Associate – Operations

Job Description

Roles & Responsibilities: Answering inbound/outbound calls to learn consumers needs, complaints, or other issues with billing and services. Handling a high volume of inbound/outbound calls or both and should seek to create a positive experience for each consumer. Process payments for the invoices on the accounts. Engaging in active listening with consumers, confirming or clarifying information and pacifying angry consumers & maintaining good rapport. Exceptional customer service & good typing skills. Respond promptly and professionally to incoming customer inquiries in person, by telephone, or by email. Maintain an updated knowledge of the organization's products, services, and customer service policies. Document customer interactions when necessary, compiling documents and forwarding information to interested parties. Assist clients by demonstrating the use of goods and programs and answering any questions they may have. Participating in training opportunities provided by the organization or by client. CSA Skills: Good communication skills. Good Organizational and time management skills. Good Customer interaction skills. Qualifications and Education: Secondary/Higher Secondary/bachelors degree in any stream Preferred Experience: Candidate should have at least 2 Years of international BPO calling experience (US/UK/Aus) out of which minimum 1 Year of collections experience from reputed/known organizations preferred Call Center, banking or collection industry background preferred Preferred 3rd Party or 1st Party Collections experience Decent Sales/Retentions background with reputed companies can be considered CRM & CRS Knowledge Required Skills: Proven success in a voice calling role (Collections/Customer Service/Sales/Retentions) Strong decision-making ability Ability to communicate confidently clearly and should be able to negotiate on the calls Strong working knowledge of operational procedures. Willing to work from the office and must have an alternate to work from home if required. Shift Timings: US Shifts