Job responsibility

Assisting prospective customers with all processes & sub processes in connection with Client products & processes through phone calls, emails and chat.

Handling contacts & ensuring that issues are resolved promptly, thoroughly, & in a professional manner o Taking ownership & researching / resolving inquiries verbally, in writing, & online (as applicable) 

o Providing feedback to management;proactively, regarding necessary changes and updates; including policies, upgrades & Customer Care issues (if any) 

o Keeping accurate records of communication with customers including dispositions & notes 

o Taking accurate & appropriate follow-up actions as defined in Client’s process & procedure documents or as otherwise mutually agreed upon by Firstsource & Client Independently solving complex fraud scenarios and cases using data and solid judgement 

o Processing exceptional cases & escalation cases including floor technical support, Complaints, Team Lead calls, disputes, refunds, chargebacks & others as required o Making monetary & non-monetary adjustments to accounts as required o Monitoring & managing the contact queues 

o Dispositioning & notating each Contact correctly and completely 

o Participating in pilot programs & outbound campaigns as requested by Client o Technical Skills: The ability to navigate a PC; proficiency working in MS Windows / Apple MAC based environment & basic knowledge of word processing & spreadsheet applications (not limited to) 

o Professional telephone manner & pleasant voice; listening skills & empathy 

o Problem resolution skills & accountability (desire to provide single call resolution / first call resolution) o Business writing skills – Correct grammar, punctuation & spelling; ability to organize knowledge & thoughts into convincing arguments, and to convey meaning through well-constructed text/statement in emails / chats (as applicable) 

o Displays a number of skills as applicable, e.g., empathy, acknowledgement, proactive recommendations, paraphrasing, professionalism, Avoid Repetition & Rate of speech / Crisp & Clear Communication, Tone & Mannerism / Telephone Etiquettes, Assertive & Confident, etc. 

o Polished delivery (ability to communicate in a structured & effective manner) o Excellent time management (ability to multi-task to solve issues for Customers, while managing time) and achieve client targets 

o De-escalate customer situations, manage customer expectations & follow-up on customer commitments o Ability to multitask in multiple windows / screens / applications of activity on acomputer / Mac 

o Selling skills – Ability to overcome objections, ability to negotiate, fact finding & explore resolution. Provide Best Possible Solutions 

o Meet client’s quality, productivity and production hours target in experiential learning environment from training phase onwards