Sr.CSA (Blended process)

As a Senior Customer Support Associate in the Blended Process, you will be the initial point of contact for global customers, handling both voice and non-voice interactions. Your role involves technical troubleshooting, effective communication, and customer engagement to ensure a seamless experience. You will manage escalations, resolve complex queries, and uphold customer satisfaction through professional, empathetic, and solution-oriented support. Key Responsibilities: - Analyse and review customer issues for first-contact resolution. - Address all customer queries through voice, chat, and email. - Provide prompt and accurate responses to technical and non-technical inquiries. - Maintain communication with customers until resolution is achieved. - Proactively engage with and delight customers. - Escalate cases when necessary. - Adhere to confidentiality, compliance, and process guidelines. - Meet SLA targets with a focus on quality and timelines. - Handle process-related inquiries, customer grievances, and complex cases. - Achieve individual performance metrics through analytical and troubleshooting skills. - Uphold ethical conduct and professional behavior. Qualifications Required: - Minimum 2 years of experience in Technical Support or Customer Service within an international BPO setting. - Willingness to work in rotational shifts with 5 working days a week. - Immediate joiners preferred. In this role, you should possess: - Excellent verbal and written communication skills suitable for US customers. - Strong product knowledge and quick learning ability. - Analytical mindset with problem-solving skills. - Detail-oriented approach for accurate resolutions. - Customer-first attitude and passion for service excellence. - Adaptability to dynamic business requirements. - Strong time management and multitasking abilities. The interview process includes HR Round, Chat Round, and Operations Round. This is a full-time permanent position with no pick-up/drop facility provided.,