Job Description

What would you do?- Candidates are required to have excellent communication skills - written and verbal with absence of mother tongue influence- Strong Comprehension skills are key on this project. Ability to comprehend US customer needs through phone communication, translate the need into process query and provide the right resolution in a clear and concise manner - Willingness to work mainly US shifts in a 24/7 environment with shift rotations - Prior Voice Experience Mandatory. Preferably US Process (Telecom)- Ability to multitask and work with multiple tools to provide the best resolution- Functional knowledge of using CRM solution and MS Excel- Domain knowledge of US Customer Service, preferably Telecom industry- Job requires the candidate to be confident, probe for responses and empathize with customers.- Needs to be customer centric with strong conversational skills- Typing speed (Speed - 25 words per minute - 85% accuracy)- Sales/Retention/Tech experience would be an added advantageWhat are we looking for? Qualification and Experience (Minimum Skills Requirement)- Graduate - Any Stream with International Voice experience- Minimum experience of 0-6 months in said domain preferred (International BPO Customer Service: Voice - Preferably US customer service / US Telecom)- Proficient in spoken English, Comprehension skills- Ability to Multitask- Sales/Retention experience will be an added advantage SET YOURSELF APART: (Good to have skills):- US Telecom Exp- Technical / Telecom Troubleshooting Experience Roles and Responsibilities:- Provide resolution to the customer based on process knowledge and training provided, utilizing the company's internal CRM/mainframe systems and customer purchase orders- Thoroughly and efficiently gather customer information, access and fulfill customer needs, educate the customer where applicable to prevent the need for future contacts and document interactions on the internal systems- Should have good command over Grammar and be able to probe well & comprehend - Should possess willingness to help the customers by taking ownership - Ability to present solution to the customer and add value on calls- Should be able to summarize the conversation while providing the resolution- Access the company's internal systems to obtain and extract accurate information and provide customer service management with the data for inclusion in various scheduled and special reports- Maintain customer records by updating account information- Ability to think out of the box- Ability to work in a dynamic and innovative environment by contributing towards ideation for the projectAny Graduation (ref:updazz.com)

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