Customer Support Specialist

Job Description

Company Description Sterling Outsourcing from Poland is a professional outsourcing services provider specializing in delivering cost-effective, high-quality business support solutions. Based in Poland, Sterling offers a strategic advantage through a highly skilled workforce, competitive pricing, and EU-aligned business practices. The company focuses on areas such as customer service, back-office support, IT services, and administrative functions, helping international clients streamline operations, reduce costs, and enhance efficiency. With a strong emphasis on reliability, communication, and data security, Sterling Outsourcing serves clients across Europe and beyond. Role Description Sterling Customer Experience India Pvt. Ltd. is hiring for #customerexecutive operations for a #BPO in Powai #Mumbai. It is part of the hashtag #SterlingOutsourcing group based out of Poland. Looking for immediate joiners only. Address - 1st Floor, Sterling, Supreme Business Park - A, wing, Powai. Walk in interviews Monday to Friday at 12 pm. Contact details - 7755929008. Position: Analyst (Operations) for a Banking client Company: Sterling Customer Experience Pvt. Ltd. Process: Chat based Rotational shifts and rotational week offs Location: Powai, Mumbai Role and Responsibility of an Analyst 1. Customer Interaction: Engage with customers through live chat, addressing inquiries, providing information, and resolving issues promptly while adhering to the high-quality standards. 2. Issue Resolution: Listen actively to customer concerns, diagnose issues, and offer effective solutions. Ensure timely and satisfactory resolution of complaints to maintain customer satisfaction. 3. Multitasking: Manage multiple chat sessions simultaneously while maintaining high service quality.​ 4. Complaint Handling and De-escalation: Manage and resolve customer complaints with empathy and professionalism. Utilize de-escalation techniques to address and mitigate customer dissatisfaction. 5. Performance Metrics Adherence: Meet or exceed established performance metrics, including response time, resolution time, customer satisfaction scores, and adherence to service level agreements (SLAs). 6. Compliance: Adhere to the policies, procedures, and data protection regulations during all customer interactions. Essential skills and Qualities Communication Skills: Clear and effective verbal and written communication to interact with customers and colleagues.​ Adaptability: Flexibility to handle various customer scenarios and adjust to changing processes. Adaptability to work in a start-up environment. Technical Proficiency: Familiarity with CRM software, helpdesk tools, and other relevant technologies. Problem-Solving Abilities: Ability to analyze issues and develop practical solutions promptly.​ Qualifications Education: Minimum HSC; graduates are preferred. Experience: 1–2 years in customer service or chat support roles is advantageous. Open to hire freshers as well with excellent communication skills. Please share your resumes with Antariksh at antariksh.pant@sterling-outsourcing.com. Show more Show less