Job Description

Major Purpose:As a Customer Service Representative in the Contact Center , you will be researching and resolving inquiries received via inbound calls from customers and dealers on a variety of finance products(Lease, Loan and revolving) to achieve service level. In this position, you will also:Major Duties:

• Document customer and dealer interactions and enter descriptive information online in order to provide history and track issue resolution
• Resolve and make business decisions on escalated and complex questions while referencing single or multiple screens and/or documents
• Track trends and identify streamlined processes for customer, dealer and product concerns and inform/provide feedback to appropriate departments or units
• Support in troubleshooting technical online requests, such as helping customers with registration, reset passwords, navigate websites/mobile app, etc.

Detailed activities:

• Authentication of customer details before providing any resolution on queries
• Provide outstanding balance and next payment due details
• Customer Statement related queries
• Auto pay/Direct debit related queries
• Principal and interest paid queries
• Future principal outstanding queries(some calculation involved)
• Online representative assisted payments
• Contract booking status queries
• Contract starting date and interest rate related queries
• Equipment/collateral related queries
• Partial/Full preclosure related queries
• Address change related queries

• Working experience on multiple applications while resolving queries( 5 applications (Front end and receivable system)

Skills required:

• Good listening and comprehension skills in English
• Clear written and verbal communication in English with usage of proper grammar and an accent understandable by the customers.
• High level of patience and customer centricity in resolving customer service requests.
• Proficiency in using Microsoft Office applications plus, intranet and internet.
• Able to multi-task and work well in a fast-paced work environment.
• Experience independently gathering appropriate information and diagnosing the cause of a problem before taking action with the ability to make independent decisions
• Experience with negotiation and conflict resolution, along with strong attention to detail and basic math skills
• Knowledge of installment, revolving and leasing finance products is preferred.

Education:

• Graduate or postgraduate in any discipline

Relevant Work Experiences:

• Experience working in customer service or related customer-oriented environment (1 - 3 years)
• Experience in using soft phones and noting customer interactions for future reference(1-3 Years)
• Experience in using Excel, Microsoft Word and other Microsoft tools. (1 - 3 years)
• Work experience in a team environment. (1 - 3 years)
• Experience with transaction data entry and processing. (1 - 3 years)
• Experience in Banking and Financial Services Industry customer support services catering US Customers (1-3 yrs)

Job Title:Hi Applicants!!!Hiring for a Job in a Reputed Organization(Product and Service based company).Here is a Gateway to it, through ALP Consulting.RecruitingEmployment Type: PermanentExperience:Skills Required:

• Excellent Communication Skills
• Strong Experience in :

Job Location: Pan IndiaNote: Maximum 60 Days Notice Period will be Prioritized.

Alp Consulting