International BPO Executive

Job Title : Customer Service Associate (CSA) Non-Voice Location : Bengaluru Workspace : WF0 Department: Operations Channel: Email/Chat Language: English (additional languages may be required) Hours of Operation: 24/7 HR Name : DEEPIKA E Overview of Position 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 customer’s 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 client’s 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 ▪ Plus 2 is a must ▪ Graduation degree is a plus ▪ Must have at least six months customer service experience or equivalent ▪ Experience in the gaming/tech support industry is a plus