Customer Support Representative

Company Description

Virtuoso Professional Services LLP (VPS) is a modern outsourcing and consulting services firm headquartered in Delhi NCR, with additional offices in the USA and UAE. The organization is managed by experienced professionals with expertise across diverse geographies and industries. VPS provides clients with innovative solutions and actionable insights tailored to their unique needs. The company's team-driven approach is rooted in delivering excellence and fostering long-term partnerships.

Role Description

This is a full-time, on-site role for a Customer Support Representative based in Noida. The successful candidate will handle customer inquiries, address issues and concerns, and ensure a high level of customer satisfaction. Key responsibilities include troubleshooting customer problems, maintaining communication with clients, and ensuring a seamless customer service experience. The role demands a proactive and service-oriented approach to meet customer needs effectively.

Key Responsibilities:

 Handle customer internactions in a courteous and professional manner.

 Accurately identify customer needs and provide appropriate solutions or escalations.

 Maintain up-to-date knowledge of products, services, and processes.

 Follow defined scripts, procedures, and call quality guidelines.

 Meet or exceed key performance metrics such as AHT, CSAT, FCR, and adherence.

 Escalate complex or unresolved cases to the Team Leader or relevant department.

 Maintain confidentiality of customer data and comply with information security policies.

 Participate in regular coaching and feedback sessions to improve performance.

 Follow company templates, tone of voice, and response guidelines.

 Ensure response time and resolution SLAs are met.

 Collaborate with cross-functional teams for issue resolution.

Qualifications & Skills:

 Minimum: Bachelor’s degree or diploma.

 Minimum 1 year of experience required in Voice

 Strong communication and active listening skills.

 Fluent in English with minimum B2.

 Ability to work under pressure and manage multiple tasks.

 Customer-focused with a positive attitude and empathy.

 Basic computer literacy (MS Office, CRM tools).

 Flexible to work in shifts, weekends, and public holidays.

 Excellent written communication skills.

 Typing speed and accuracy (minimum 40 wpm preferred).

 Strong analytical and problem-solving ability.