Customer Service Associate
Job Description
Eligibility:
- Minimum 15 years of regular, full-time education (10 + 2 + 3 Bachelors/Graduates)
- All candidates should be comfortable with Rotational Shift / Split or Rotational Week-off / 5 Days Work From Office
Documents to carry : Resume, Aadhar Card and a photocopy of your Aadhar Card.
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Customer Service - Process Associate (Voice and Chat)
Role Overview:
As a BPS Associate specializing in Voice and Chat, you will be the primary point of contact for customers, providing exceptional service through both voice calls and chat-based interactions. You will be responsible for addressing customer inquiries, resolving issues, and ensuring a positive experience across multiple channels.
Key Responsibilities:
1 Customer Support (Voice & Chat):
- Handle inbound and outbound voice calls and chat interactions with customers, addressing their queries, concerns, and requests in a professional and timely manner.
- Provide clear and accurate information about products, services, policies, and procedures.
- Resolve customer issues effectively by troubleshooting, offering solutions, or escalating when necessary.
2 Issue Resolution:
- Actively listen to customers, identify pain points, and provide efficient resolutions to enhance customer satisfaction.
- Document customer interactions, including details of the inquiry, issue, and resolution process, in the CRM system.
3 Service Quality and Adherence:
- Maintain high-quality service standards while meeting performance metrics such as response time, customer satisfaction (CSAT), first call resolution (FCR), and adherence to schedules.
- Ensure compliance with company policies, industry regulations, and confidentiality agreements.
4 Team Collaboration:
- Work collaboratively with team members to achieve team goals and ensure smooth escalation of issues when required.
- Participate in team meetings and contribute ideas for process improvements and customer service enhancement.
5 Continuous Learning & Development:
- Stay up-to-date with product and service knowledge to provide accurate and relevant information to customers.
- Participate in training sessions and skill enhancement programs to improve performance and efficiency.
Required Skills & Qualifications:
Education: High school diploma or equivalent; college degree is a plus.Experience: Prior experience in customer service, BPS, or call center roles
Communication Skills: Excellent verbal and written communication skills, with the ability to engage customers in a clear and friendly manner.
Technical Skills: Basic computer skills, including proficiency in using customer service software, chat platforms, and CRM systems.
Problem-Solving: Strong troubleshooting skills and ability to handle customer issues effectively and efficiently.
Multitasking: Ability to handle both voice and chat interactions simultaneously while maintaining quality service.
Team-Oriented: Ability to work collaboratively with team members in a fast-paced environment.
Flexibility: Willingness to work in shifts, including weekends and holidays, if necessary.
Preferred Qualifications:
Prior experience in voice-based or chat-based customer support Minimum 1 year in International Voice
Knowledge of service tools. Knowledge of MS office
Ability to speak multiple languages (preferred, depending on market requirements).
Working Conditions:
Full-time position with flexible shifts (may include evenings, weekends, and holidays) No fixed shift or WO However it will mostly start 12:30pm IST to 12:30am IST.
Working Hours 10 (9 hours working + 1 hour break)
Weekend working - Applicable
The role may require working remotely or from the office, depending on company policy.