Customer Support

Job Description

We're looking for dedicated Customer Support Specialists to join a leading IT MNC in Kolkata for our International Voice and Chat process. As a Customer Service Representative, you'll be the first point of contact for customers, handling inquiries, resolving issues, and ensuring a positive experience across both voice and chat channels. This role specifically focuses on the ANZ Utilities industry , requiring a strong understanding of customer needs in this sector, a commitment to prompt, accurate, and compliant service, and the ability to manage a wide range of customer interactions. Key Responsibilities: Customer Interaction: Handle both inbound and outbound calls from customers or authorized third parties regarding all process and contingency situations. Issue Resolution & Complaint Handling: Promptly and accurately respond to customer needs and requests. Efficiently handle customer complaints , even during peak times, resolving issues and recommending the best available solutions. Data Management & Documentation: Accurately input data and verify information in relevant systems. Properly document each customer interaction as defined by the process. Back-Office Tasks: Ensure successful customer support by resolving back-office tasks when not actively engaged on calls. ANZ Utilities Domain Expertise: Demonstrate a strong understanding of utilities and associated market participants . Identify factors important to clients and manage vulnerable/priority customer tasks within the utility process framework. Quality & Compliance: Ensure customer-based quality parameters are measured and tracked . Adhere to all company policies and procedures, and strictly ensure privacy for customer-related information and assets. Customer Experience Focus: Utilize exceptional conversation skills, active listening , and strong language proficiency to articulate clearly and be easily understood. Adapt to diverse conversational styles and demonstrate strong ownership skills to enhance the overall customer experience. Problem-Solving & Negotiation: Exhibit effective problem-solving skills, including the ability to compare and evaluate solutions to best meet customer needs. Demonstrate the ability to negotiate and properly handle objections with customers. Continuous Learning: Stay current on company policies and procedures, and proactively identify opportunities for process improvement based on customer feedback and data analysis. Required Qualifications: Experience: Minimum 1 year of experience in International Chat Process - Customer Support is mandatory. Minimum 1 year of experience in Customer Service & Operations Management in ANZ Utilities is mandatory. Skills:Excellent verbal communication skills are essential. Exceptional conversation skills and proficient active listening abilities. Strong language skills; ability to articulate clearly and be understood. Demonstrated ability to adapt to diverse conversational styles and strong ownership skills. Experience in managing ownership of issues and overall customer experience. Ability to negotiate and properly handle objections with customers. Ability to stay current on company policies and procedures and set proper expectations. Education: Any Graduate. To Apply: WhatsApp Hi to +91 9151555419 . Follow these steps: Click on the Start option to Apply and fill your details. Select the location as Other (to get multiple location options). Type: Job Code #245 for Kolkata.