Job Description

Greetings from Intouch CX! We are hiring for the international Non Voice (Gaming Process). Interested candidates can contact us at 9620689061 or email saranya.sathyan@intouchcx.com. Role & responsibilities The role of the Customer Service Associate (CSA) - Non-Voice, will be responsible for: Providing support and resolve technical issues via email and other electronic communications Building credibility and trust with the customer by empathizing with their problem in words Proactively understanding their needs and responding promptly to resolve their issue Applying advanced troubleshooting techniques to provide unique solutions to the customers individual needs Leveraging their experience to provide feedback to the team on how to improve client services Driving customer communication during critical events Essential Functions An obligation to deliver exceptional customer service Receive emails and chats to gather and verify required information and do utmost within their power to solve customer problems Demonstrate empathy and patience to the customer Demonstrate enthusiasm to be a self-starter who is excited about learning new technologies on a daily basis Provide information to the client and place appropriate notes in system indicating exactly what action was taken or needs to be taken Ensure policies and procedures are followed Maintain thorough knowledge of systems so that information can be researched and proper information is given to customer Learn and retain a thorough working knowledge of all existing and new process and procedures Achieve assigned Key Performance Indicators e.g. Call Handle Time, Quality, CSAT & DSAT Attend Team Meetings/additional training sessions as scheduled Performs other duties as assigned Critical Skills Above average verbal and written communication skills - ability to speak accurately, using proper grammar, and good enunciation Ability to listen attentively and to use information provided by clients to tailor responses and actions to meet the clients specific needs Ability to work in a fast-paced, hectic, changing environment Ability to organize and follow-up multiple tasks/details with accuracy and timeliness Ability to operate a personal computer Ability to adhere to all organizational policies and procedures Ability to work a variety of shifts including days, afternoons, evenings, weekends and holidays Ability to perform basic mathematical functions Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds Educational/Work Experience and Requirements Must successfully pass a background check High school diploma or equivalent required Must have at least six months customer service experience or equivalent Experience in the gaming/tech support industry is a plus Perks and benefits 2 way cab is provided performance based incentives and attendance bonus is provided