To provide a seamless experience to Customers effectively addressing their questions or issues over the phone and to efficiently fulfill all the outlined job responsibilities to be in line with program/organization goals and expectations.
Bachelor Degree in Computer Science (B.Tech/B.E/MCA)
Should have at least 6 months of experience working in an International Call Center in an inbound campaign
Good customer service skills & should display good analytical abilities.
Agent should be flexible to work in 24/7 Environment, Primarily in night shifts.
Should be residing within the transport coverage area even if coming on their own.
Has to go through the HR round
Client will take a final call post a Voice Assessment Criteria will be voice modulation, tone, fluency and comprehension of US accent.
Provide splendid customer services to customers in a friendly and courteous manner at all times.
Have sufficient knowledge about the products and services and respond to all inquiries accordingly.
Improve the Customers Experience with the Client Services by ensuring that the Customers Issue is attended to promptly and all their concerns are resolved without delay.
Ensure that all the Company Policies and procedures, code of conduct and regulatory guidelines are strictly complied to while servicing the customers.
Provide Information to customers on their transactions and balance.
Suggest effective ways through which the Client can promote its products and services and increase customer satisfaction.
Ensure that customers confidential information is properly protected and only used for official purposes.
Channel complex customer complaints and challenges to the right quarters for effective resolution.
Required Knowledge and Skills:
Effective listening skills demonstrated by the ability to listen to other people talk without interruptions, understand them and then promise solutions or make contributions based on points made.
Strong communication skills characterized by excellent writing and speaking skills.
Must possess good multi-tasking skills.
Should have good negotiation skills and be able to influence people.
Ability to use computers efficiently and must learn how to use new software/CRM.
Must be patient and willing to help others in solving problems while maintaining a positive attitude at all times.
Must have a keen eye for detail and follow instructions.
Industry: BPO / Call Centre / ITES
Functional Area: ITES, BPO, KPO, LPO, Customer Service, Operations
Role Category: Voice
Role: Associate/Senior Associate -(Technical)
Employment Type: Permanent Job, Full Time
Shift: 24x7 Rotational Shifts, Rotational Week off, Five days working.
Cab Facility: One Sided (If Required)
Work Location: Noida
Key skills: International BPO customer service operations
US Process call center KPO/ ITES/ LPP
Technical Support Business Process Out Sourcing Voice Process,
International call center customer care executive call center executive
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