Job Description

As a Call Center Support your primary responsibility will be to provide exceptional customer service and technical support to callers seeking assistance with various products, services, or inquiries. You will serve as the first point of contact for customers, handling inbound calls and potentially responding to emails or chat messages, ensuring that their concerns are addressed efficiently and effectively.

Key Responsibilities:

Customer Assistance: Respond to inbound calls, emails, or chat inquiries promptly and professionally, actively listening to customers' needs and concerns. Provide accurate and helpful information about products, services, billing, and other relevant inquiries.

Troubleshooting: Diagnose and resolve technical issues and customer problems. Guide customers through step-by-step troubleshooting processes, ensuring their issues are resolved or escalated to the appropriate team for further assistance.

Issue Escalation: Identify complex or critical issues that require specialized attention and escalate them to higher-level support teams or supervisors. Follow escalation procedures to ensure timely resolution.

Data Entry and Documentation: Accurately record customer interactions, inquiries, and resolutions in the call center's database or CRM system. Maintain detailed and up-to-date documentation for future reference.

Product Knowledge: Stay up-to-date with the latest product knowledge, features, and updates. Be prepared to address questions about new releases or changes in products or services.

Customer Satisfaction: Strive to deliver outstanding customer experiences, ensuring customer satisfaction and loyalty. Handle customer complaints or dissatisfactions with empathy, understanding, and a focus on problem resolution.

Performance Metrics: Meet or exceed performance goals related to call handling times, first-call resolution rates, customer satisfaction scores, and other key performance indicators (KPIs).

Team Collaboration: Collaborate with team members and other departments to share knowledge, best practices, and strategies for improving customer service and support processes.

Requirements:

College degree. Min Graduate

Proven experience in a customer service or call center environment is preferred.

Excellent communication skills, both verbal and written.

Strong problem-solving and analytical abilities to identify and resolve issues effectively.

Basic computer skills and proficiency in using call center software and CRM systems.

Ability to multitask, manage time effectively, and maintain composure in a fast-paced environment.

Flexibility to work in shifts, including evenings, weekends, and holidays,

About Utkarsh:

UTKARSH Classes & Edutech Pvt. Ltd is an education company since 2002 which aims to provide quality and affordable education to young minds for various competitive examinations. The company offers learning courses in a hybrid model, in both online and offline modes, for various Central & State government recruitment examinations, all-India Competitive Exams like IIT-JEE, NEET, CLAT, and school education courses for Classes 6th to 12th, for CBSE & 8 other state boards. The company is headquartered in Jodhpur & has corporate offices in Delhi, Jaipur, and Prayagraj. The offline centers for classroom programs are presently in Jodhpur & Jaipur. Utkarsh has over 1,500 employees & educators across categories.

Job Type: Full-time

Pay: ?9,763.92 - ?20,000.00 per month

Jadwal:

• Day shift
• Evening shift
• Morning shift

Tunjangan:

• Health insurance
• Provident Fund

Application Question(s):

• Do you possess experience in competitive exams?

Education:

• Bachelor's (Preferred)

Experience:

• Technical support: 1 year (Preferred)

Location:

• Jodhpur, Rajasthan (Preferred)

Work Location: In person