Customer Support Specialist

Company Description

Sterling Outsourcing Sp. z o.o., established in 200607, is a leading B2B business process outsourcing provider based in Poland, with its main operations in Kraków and an additional service hub in Łódź. With nearly two decades of service, Sterling serves a diverse portfolio of clients across the UK, US, EU, India and beyond. Key sectors include professional services (accountancy, recruitment, legal), finance, and multinational corporations, ranging from small SMEs to large enterprises.

Sterling Customer Experience India Pvt. Ltd. is a recently launched subsidiary of Sterling Outsourcing, located in Powai, Mumbai.

Sterling offers a broad range of B2B outsourced services, particularly in finance / accounting / receivables / debt functions. Key service areas include:

• Accounts receivable, credit control, debt recovery, debt litigation.

• Multilingual credit control / international credit control services (covering multiple markets / languages).

• Finance & backoffice services: accounting, payroll (especially for UK / US clients), expense management, fixed assets, etc.

• Customer experience / customer service outsourcing.

Role Description

This is a full-time on-site role for a Customer Support Specialist located in Mumbai. The Customer Support Specialist will be responsible for providing excellent customer support, ensuring customer satisfaction, and handling both technical and general support queries. Daily tasks include responding to customer inquiries, resolving issues, maintaining records of interactions, providing proactive support, and identifying opportunities to improve customer experience.

About the Role

The Analyst (Customer service agent) is a key frontline operations professional responsible for ensuring positive customer interactions, satisfaction and thereby resolving the issues of the customer.

Responsibilities

Customer Interaction: Engage with customers through chat, addressing inquiries, providing information, and resolving issues promptly while adhering to the high-quality standards.

Issue Resolution: Listen actively to customer concerns, diagnose issues, and offer effective solutions. Ensure timely and satisfactory resolution of complaints to maintain customer satisfaction.

Multitasking: Manage multiple chat sessions simultaneously (wherever applicable) while maintaining high service quality.

Complaint Handling and De-escalation: Manage and resolve customer complaints with empathy and professionalism. Utilize de-escalation techniques to address and mitigate customer dissatisfaction.

Performance Metrics Adherence: Meet or exceed established performance metrics, including response time, productivity quality, and adherence to service level agreements (SLAs).

Compliance: Adhere to the policies, procedures, and data protection regulations during all customer interactions.

Requirements

Communication Skills: Clear and effective verbal and written communication to interact with customers and stakeholders.

Customer handling skills: Interact effectively with the customers, resolve their problems, and ensure great experience when dealing with customers. It’s the ability to manage even the iratest customers.

Overall 3 years of experience with prior banking experience in a BPO is a must.

Problem-Solving Abilities: Ability to analyze issues and develop practical solutions promptly.

Adaptability: Flexibility to handle various customer scenarios and adjust to changing processes.

Rotational shifts and offs: Candidates must be flexible with rotational shifts and rotational offs.

Technical Proficiency: Familiarity with CRM software, helpdesk tools, and other relevant technologies.

What we offer

Annual Salary Up to 5 LPA annually

Shift allowance

Health insurance

A positive atmosphere with excellent work-life balance

You’ll be joining a network of experienced, innovative, and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we’ll provide the support you need to do just that.