Experience: 2+ yrs
Salary: No Bar For Deserving Candidate(Salary paid Every two weeks!)
Location: Mohali
Job Description:
Role and Responsibilities
We are looking for Customer support executives for our Chat Process who will provide service or product information, solutions and relevant details to customers. They should be individuals with a knack for providing professional and clear answers to customer & requests.
Job Requirements:
Should be flexible with rotational Shifts.Excellent communication in English (written and oral communication).1-5 years of experience as an Associate in customer facing role in an international process/contact centre.Problem-solving skills.Bachelors or relevant degree.Experience working in US Chat and Voice process (at least 2years).Proficiency in Microsoft Office.Detailed Required Skills:
Maintain Product & Process Expertise
Ability to develop excellent Product Knowledge and Expertise with time.Ability to Understand Every Feature and Benefit of the Process (what to do when).Ability to Understand the Complete Process Upstream to Downstream.Excellent communication skills (Spoken and Written).Maintains a high level of professionalism and approach-ability.Delivering Service
Excellent Customer Handling skills. Demonstrate Active Listening Skills.Ability to create a positive customer experience by understanding Customer Sentiment and delighting the customers in every interaction.Serves customers by providing product and service information and resolving product and service problems.Attracts potential customers by answering product and service questions and suggesting information about other related products and services of the company.Keeping records of customer interactions, transactions, comments and complaints.Deliver Results:
Excellent Team Player, Attitude and Intent to Serve Customers.Exceptional customer service every time on every contact Resolve in One (Ri1).Good time management skills and ability to multi-task, prioritize and manage time effectively.Ability to deal with constant change positively and maintain high motivation.Completes tasks on time to a high quality standard.Preferred Qaulification
Expertise in call handling skills (Paraphrasing the issue, Issue Identification/Isolation, Setting right expectations and Resolution communication).Knowledge of customer handling skills like Greetings, Proper Hold Procedure, Sympathy and Empathy, Assurance of issue resolution.Knowledge of Quality Delivery and knows when to escalate.Open to feedback and learning.Basic technical knowledge to handle Internet issues, Application Software Questions/Issues.Fluent in English in written and oral communication.Provide Exceptional Customer Support and Follow-Up
Resolves product or service problems by clarifying the customers complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following-up to ensure resolution. They own the customer. Effectively answers phone calls, Live Chats & emails from customers to provide quick resolution of issues and questions. Provide top notch customer service to US Clients/Customers.
Asks for help!
Knows when to Proactively Escalate and inform Senior Associate/Team Lead/Manager for resolving issues quickly and to customers satisfaction.
Open to Feedback & Learning
Always open to accept feedback and learning opportunities to improve overall call taking skills , Process Knowledge and interpersonal skills in due course of time. Desire to Learn and master.
Keep Track of Customer Conversations
Associates use customer relationship management software to document each customer interaction to help streamline the customer service process and notice trends to report back to the Senior Associate/Team Lead/Manager.
