1 - 6 years
1 - 4 Lacs
Posted:2 weeks ago|
Platform:
Work from Office
Full Time
International Voice Support / Inbound Calls
Shift / Off - Night Rotational Shift / Rotational Off (5 days work, 2 days off)
Exp - Mini 6 months
Salary - Up to 30k in hand (Will depend on previous take home)
Cab - 2 way
Food - Free food at office
CSA - Voice Job Description / Profile
Job Title Customer Service Associate (CSA) Voice
Location Bengaluru
Workspace WFO
Department Operations
Channel Voice
Language English (additional languages may be required)
Hours of Operation 24/7
Overview of Position
The role of the Customer Service Associate (CSA) - Voice, will be responsible
for:
Having daily interactions with the customer to handle issues from
end to end via call
Going the extra mile to engage customers in solving issues and
ensuring satisfaction
Quickly and effectively building rapport with customers while
diagnosing and resolving ssues
Providing white glove service and having the ability to provide an
overall excellent customer experience
Managing customer expectations regarding estimated response
times
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 inbound calls to gather and verify required information and do
utmost within their power to solve customer problems
Have excellent judgment skills to be able to properly evaluate situations
and immediately by providing effective solutions
Ability to learn new skills and quickly absorb and interpret new
information, products, and
features from the perspective of the customer
Actively listen to the customer, and show empathy and patience
Provide information to the client and place appropriate notes in system
IntouchCX | intouchcx.com
indicating exactly what action was taken or needs to be taken
Ensure policies and procedures are followed on all calls
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 show high emotional intelligence by remaining calm under
pressure while solving the customers concerns
Ability to listen attentively and to use information provided by clients to
tailor responses and actions to meet the clients specific needs
Ability to learn new skills and quickly absorb and interpret new
information, products, and features from the perspective of the
customer
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 phone system and 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
Post secondary degree is a plus
Must have at least six months customer service experience or equivalent
IntouchCX
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