International Voice / Chat Support

Job Description

We're hiring Customer Support Specialists for an International Voice / Chat Process at a leading IT MNC in Kolkata. As a Customer Service Representative, you'll be the primary point of contact for customers, handling inquiries, resolving issues, and ensuring a positive customer experience across both voice and potentially chat channels. This role specifically focuses on the ANZ Utilities industry , requiring a strong understanding of customer needs in this sector and a commitment to prompt, accurate, and compliant service. Key Responsibilities: Customer Interaction: Handle both inbound and outbound calls from customers or authorized third parties regarding all process and contingency situations. Be responsible for prompt and accurate responses to customer's needs and requests. Issue Resolution & Complaint Handling: Handle customer complaints effectively, especially during peak times, resolving issues and advising on the best available resolutions. Compare and evaluate possible customer service solutions, recommending the best fit for customer needs. Data Management & Documentation: Input data and verify information in related systems as required. Properly document each customer interaction in the servicing systems as defined by the process. Back-Office Support: Ensure successful customer support through the resolution of back-office tasks when not actively handling calls. ANZ Utilities Domain: Demonstrate a strong understanding of utilities and associated market participants. Identify factors important to clients and manage vulnerable/priority customer tasks/processes within the realm of the utility process. Quality & Compliance: Ensure customer-based quality parameters are measured and tracked. Adhere to all company policies, procedures, and ensure privacy for customer-related information/assets. Customer Experience Focus: Be proficient in active listening, articulate clearly, adapt to diverse conversational styles, and demonstrate strong ownership skills to improve overall customer experience. Negotiate effectively and handle objections professionally. Required Qualifications: Experience: Minimum 1 year of experience in International Chat Process - Customer Support (as per key skills). Minimum 1 year of experience in Customer Service & Operations Management in ANZ Utilities is mandatory (as per job description). Skills:Excellent Verbal communication skills are essential. Exceptional conversation skills and proficient active listening skills. Strong language skills; ability to articulate clearly and be understood. Demonstrated ability to adapt to diverse conversational styles and manage ownership of issues. Ability to negotiate and properly handle objections with customers. Ability to stay current on company policies and procedures and set proper expectations. Education: Any Graduate. To Apply: WhatsApp Hi to +91 9151555419 . Then, follow these steps: Click on the Start option to apply and fill your details. Select the location as Other (to get multiple location options). Type: Job Code #245 for Kolkata.