Job Description

We are currently Hiring for International Voice Process - Customer Service Associate

Contact HR Richard 8147091021

The role of the Customer Service Associate (CSA) - Voice , will be responsible for:

• Having daily interactions with the customer to handle issues from end to end via call
• Going the extra mile to engage customers in solving issues and ensuring satisfaction
• Quickly and effectively building rapport with customers while diagnosing and resolving issues
• Providing white glove service and having the ability to provide an overall excellent customer experience
• Managing customer expectations regarding estimated response times.

Requirements :-

• An obligation to deliver exceptional customer service
• Receive inbound calls to gather and verify required information and do utmost within their power to solve customer problems
• Have excellent judgment skills to be able to properly evaluate situations and immediately by providing effective solutions
• Ability to learn new skills and quickly absorb and interpret new information, products, and features from the perspective of the customer
• Actively listen to the customer, and show empathy and patience.
• Provide information to the client and place appropriate notes in system indicating exactly what action was taken or needs to be taken.
• Ensure policies and procedures are followed on all calls.
• Maintain thorough knowledge of systems so that information can be researched and proper information is given to customer
• Learn and retain a thorough working knowledge of all existing and new process and procedures
• Achieve assigned Key Performance Indicators - e.g. Call Handle Time, Quality, CSAT & DSAT
• Attend Team Meetings/additional training sessions as scheduled Performs other duties as assigned.

Critical Skills:-

• Above average verbal and written communication skills - ability to speak accurately, using proper grammar, and good enunciation
• Ability to show high emotional intelligence by remaining calm under pressure while solving the customer's concerns
• Ability to listen attentively and to use information provided by clients to tailor responses and actions to meet the client's specific needs
• Ability to learn new skills and quickly absorb and interpret new information, products, and features from the perspective of the customer
• Ability to work in a fast-paced, hectic, changing environment
• Ability to organize and follow-up multiple tasks/details with accuracy and timeliness
• Ability to operate a phone system and personal computer
• Ability to adhere to all organizational policies and procedures
• Ability to work a variety of shifts including days, afternoons, evenings, weekends and holidays
• Ability to perform basic mathematical functions
• Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds

Educational/Work Experience and Requirements

• Must successfully pass a background check
• High school diploma or equivalent required
• Post secondary degree is a plus
• Must have at least six months customer service experience or equivalent

Job Type: Full-time

Pay: Up to ?28,000.00 per month

Benefits:

• Commuter assistance
• Food provided
• Health insurance
• Provident Fund

Schedule:

• Monday to Friday
• Rotational shift
• US shift

Supplemental Pay:

• Overtime pay
• Performance bonus

Education:

• Higher Secondary(12th Pass) (Preferred)

Work Location: In person