International Customer Service Representative (Midnight/shift)

Overview:

We are looking for a Customer Care Executive to fulfil the position of a DISPATCHER/CSR responsible for assisting our Customers/Clients in Need of Immediate ROADSIDE ASSISTANCE for their Vehicles. The position is on site, with great pay and non target based operations. we are looking for a professional and reliable dispatcher to join our team and act as the company’s first point of contact for emergency and non-emergency calls. In this position you will be in charge of maintaining call logs, monitoring routes, transferring messages, and directing technicians & drivers to different regions to provide assistance. Make and Receive 30 to 40 calls a day in order to keep track of live service requests on our GPS tracked CRM software.

Job duties:

• A day-in-the-life of a RSA Dispatcher.
• As a Fleet Dispatcher, you will dispatch calls for emergency roadside assistance to members and / or club fleet personnel via radio, telephone or digitally.
• You will receive and manage calls related to emergency and / or commercial road service, utilizing a computer aided call processing system.
• Direct tow truck drivers to appropriate locations according to predetermined schedules, ETAs, customer requests or immediate needs and supervise the routes by GPS when needed.
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• Performing geographical location spotting and map reading, you will provide detailed instructions to Fleet Service or contracted personnel to determine member / customer location
• Monitor dispatched calls and take action to resolve and correct service or other potential problems
• Handle driver / customer escalations in accordance with established procedures
• Provide explanations to customers and reports / document service issues
• Close service requests using company electronic dispatching system
• Accept payment from members / customers, when necessary
• Reconcile and resolve rudimentary payment issues and maintain related records and files
• Maintain inventory of tow truck / service vehicle supplies, vehicle maintenance / repair records, and requisition replacement tools and / or equipment, when required
• Ensure proper maintenance of tow trucks, service vehicles and equipment
• Assist coworkers and less-tenured dispatchers, as necessary
• Collect payment, submit invoices and Communicate with clients, Insurance companies, Other agencies involved.

Qualifications/Requirements

• Graduate/Masters all throughout in ENGLISH MEDIUM.
• Preferable experience within Customer Service or any other roles in reference to Customer satisfaction.
• 2 years Experience in USA based Int'l BPO.
• Disciplined and structured in the daily work.
• Excellent communication and interpersonal skills.
• Ability to answer multiple phone calls in a busy setting.
• Ability to have a professional demeaner and phone etiquette.
• Ability to address problems and requests by transmitting information or providing solutions to the team.
• Proficiency in Office 365. Knowledge about CRM or other similar software will be preferred.
• Comfortable speaking with various people be Polite , Calm, Collective and EMPHATIC - Absolutely fluent in English with no Heavy accent.
• Must be available to work from Monday to Saturdays : 12.30 AM to 9.00 AM IST
• Must ensure 100% attendance for the first 3 months (NON-NEGOTIABLE )

Salary :

25000-30000

Full-time