0 - 5 years
2 - 4 Lacs
Posted:4 days ago|
Platform:
Work from Office
Full Time
International Non Voice/Chat Support/Backend Operations
Shifts - Night Rotational Shift
Work Mode - WFO (5 days , 2 days Rotational Week Off )
Immediate Joiners
Freshers also eligible
Job Title Customer Service Associate (CSA) Non-Voice
Location Bengaluru
Workspace WFO
Department Operations
Channel Email/Chat
Language English
Hours of Operation 24/7
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 customers individual needs
Leveraging their experience to provide feedback to the team on how
to improve client services
Driving customer communication during critical events
Remote Requirements
Maintain a secure, high speed internet connection
Ability to plug in ethernet cable into a modem
Have a dedicated workspace in their homes or remote locations to
provide services to the Company
Ability to come into the campus to pick up equipment
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
IntouchCX | intouchcx.com
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
IntouchCX
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