Senior Customer Support Executive

The Analyst (Customer service agent) is a key frontline operations professional responsible for ensuring positive customer interactions, satisfaction and thereby resolving the issues of the customer.

Role & responsibilities

chat

Issue Resolution: Listen actively to customer concerns, diagnose issues, and offer effective solutions. Ensure timely and satisfactory resolution of complaints to maintain customer satisfaction. Multitasking: Manage multiple chat sessions simultaneously (wherever applicable) while maintaining high service quality. Complaint Handling and De-escalation: Manage and resolve customer complaints with empathy and professionalism. Utilize de-escalation techniques to address and mitigate customer dissatisfaction. Performance Metrics Adherence: Meet or exceed established performance metrics, including response time, productivity quality, and adherence to service level agreements (SLAs). Compliance: Adhere to the policies, procedures, and data protection regulations during all customer interactions.

Interested candidates with relevant experience can share their CV at Juhi.Sawant@sterling-outsourcing.com

Preferred candidate profile

• Excellent Communication Skills:

  Exceptional verbal and written communication skills in English are mandatory.

• Experience:

  Minimum

  3 years of experience

  in an

  International BPO

  environment (Chat and Voice process).

• Industry Background:

  Experience in

  International Banking

  or financial process is preferred.

• Customer Handling Skills:

  Proven ability to handle complex and irate customer situations with patience and professionalism.

• Problem-Solving Abilities:

  Strong analytical and decision-making skills to resolve customer issues effectively.

• Adaptability:

  Flexibility to work in a fast-paced, evolving

  start-up environment

  .

• Technical Proficiency:

  Familiarity with

  CRM systems, helpdesk tools

  , and related customer service technologies.

• Availability:

  Immediate Joiners preferred.

• Rotational Shifts Rotational Week off - 5 days working.