Job Title: Customer Service Representative (Voice Profile)
Location: Remote / Office-based
Shift: Rotational Shifts (US shifts majorly, 24/7 process)
Transport: One-side transport provided for night shifts
Job Responsibilities:
Customer Issue Escalation:
Appropriately escalate customer issues to the relevant teams when necessary, ensuring prompt resolution.
Customer Service Excellence:
Deliver timely, accurate, and professional customer service at all times.
Maintain a positive and professional demeanor, ensuring that the company is represented well in all customer interactions.
Adherence to Procedures:
Demonstrate knowledge and adherence to departmental resources, policies, and procedures.
Use internal checklists and processes to maintain email handle time while remaining friendly, informative, and precise.
Customer Follow-up:
After-call emails to customers, ensuring all communication is clear and effective.
Actively seek out solutions to customer problems and provide feedback or suggestions for improvement to relevant personnel.
Problem Solving and Urgency:
Identify trends and take action where necessary, demonstrating a sense of urgency in addressing customer concerns.
Solve routine problems efficiently by gathering the necessary information from customers.
Professionalism in Interaction:
Establish rapport quickly with customers, maintaining a friendly and upbeat communication style.
Manage difficult or irate customers effectively, setting expectations clearly and delivering information in a positive, articulate way.
Quality Assurance:
Follow quality processes thoroughly, ensuring compliance with the company’s checklist standards.
Skills & Qualifications:
Education:
HSC (Higher Secondary Certificate) or equivalent and above.
Experience:
Freshers and experienced candidates are welcome to apply.
Communication Skills:
Excellent verbal and written communication skills in English.
Live writing skills: Ability to type at least 22 words per minute with minimal grammatical errors in back-and-forth conversations.
Soft Skills:
Ability to communicate clearly and in an organized manner.
Friendly and upbeat style in conversations.
Capable of handling difficult or irate customers and resolving conflicts effectively.
Strong interpersonal skills with the ability to quickly build rapport and professionalism in interactions.
Flexibility:
Must be willing to work in rotational shifts (including night shifts for US-based processes).
Other Details:
Transport:
One-side transport is provided for night shifts to ensure safe commute.
Shift Timings:
Rotational shifts, with major shifts being US-based (24/7 process).
If you're ready to provide exceptional customer service and thrive in a dynamic environment, this is the opportunity for you! Apply now to join a team that values professionalism, positivity, and customer satisfaction!
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