Role & responsibilities

The Representative Customer Service position interfaces with customers via inbound calls. This position provides customer service support  and resolution of routine problems regarding client's product or services.
 

Experience Minimum one year in International voice

• Ensure service delivered to our customers meets contractual Key Performance Indicator (KPIs)  
• Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer 
• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
• Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
• Maintain basic knowledge of client products and/or services
• Prepare complete and accurate work including appropriately notating accounts as required
• Participate in activities designed to improve customer satisfaction and business performance
• Track, document and retrieve information in call tracking database
• Respond to customer inquiries by referring them to published materials, secondary sources or more senior staff

Candidate Profile

• Graduate with Excellent English communication skills.
• Courteous with strong customer service orientation
• Strong computer navigation skills and PC Knowledge
• Ability to effectively communicate, both written and verbally
• Dependable with strong attention to detail
• Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly
• Tolerance for repetitive work in a fast-paced, high production work environment
• Ability to work as a team member, as well as independently
• Demonstrate patience in all customer contact simulations, including maintaining a pleasant and professional tone and manner
• Ability to rotate shifts, as needed  
• Based on location and/or program, additional experience/skills may be required
• Confirm customer understanding of the solution and provide additional customer education as needed
• Demonstrate strong probing and problem-solving skills
• Should be able to handle complex queries from customer and resolve the same independently

Client industry you are hiring forBPM / BPO

IMMEDIATE JOINERS PREFERRED