Voice Agent (billing only) -VOICE AND TICKET, Mangalore

• Voice Support (billing calls, billing and technical support tickets):

• Answer inbound calls maintaining professionalism and clear communication.

• Provide solutions to customer issues and respond to enquiries efficiently and accurately.

• Maintain an average response time in line with SLAs.

• Product Knowledge:

• Develop and maintain a thorough understanding of our product features, updates, and improvements.

• Be prepared to relay accurate, detailed information to assist customers effectively.

• Troubleshooting:

• Diagnose customer issues, utilise internal resources to resolve problems, and escalate cases that require advanced support.

• Record all troubleshooting steps and findings in account notes.

• Documentation:

• Maintain clear and organised account notes on every interaction/escalation.

• Customer Satisfaction:

• Deliver prompt, accurate, and professional service in all interactions.

• Strive for first-contact resolution and aim to meet or exceed customer expectations.

• Feedback Loop:

• Report recurring issues, feature requests, and other feedback to HQ to drive product improvements.

• Process Adherence:

• Follow all processes and procedures.

• Keep up to date with updates and changes.

• Follow all quality and quality feedback processes.

• Ticket Support (billing and technical support):

• Respond to tickets using clear and concise language.

• Utilise appropriate canned responses ensuring all customer questions have been sufficiently answered.

• Move tickets to the correct department/queue.

Core Requirements

• Experience: Preferably, agents should have previous experience in a contact centre or similar environment, ideally with SaaS products.

• Communication Skills: Agents must possess strong verbal and written communication skills in English, with the ability to explain solutions and instructions clearly.

• Technical Aptitude: A solid understanding of technical concepts related to SaaS products, with the ability to troubleshoot and explain issues.

• Customer Service Orientation: A strong commitment to customer satisfaction and the ability to remain patient and empathetic in all customer interactions.

• Adaptability: Ability to manage multiple interactions and adapt quickly in a dynamic, fast-paced environment.

• Attention to Detail: High level of organisational and documentation skills to ensure accurate account notation.

Desired Skills

• Problem-Solving Skills: Ability to analyse issues effectively, think critically, and find creative solutions where needed.

• Familiarity with Support Tools: Knowledge of support platforms and CRM systems.

• Multitasking Abilities: Competency in managing concurrent interactions, and maintaining quality and efficiency.

Performance Metrics

Agents will be evaluated on a variety of metrics, including:

• Average Handling Time (AHT): Time taken per interaction (<420 seconds for voice, <420 seconds for ticket)

• Response and Resolution Times: Timeliness of responses.

• Quality: The quality of the interaction including (but not limited to) tone, empathy, knowledge, rapport building, handle time. Minimum target 90%.

• Productivity: Agents are required to achieve a minimum 85% productivity score.

• Retention: Agents are required to achieve a minimum 30% save rate on voice interactions.