Job Description

Roles and responsibilities

Work closely with Client Experience Associates (internal) to resolve any issues related to the
account to improve the effectiveness of call handling.
Respond to client queries (account updates, billing inquiries, or general complaints) in an
effective manner, via phone calls, emails, and chats within the time limits and follow up to
ensure resolution whenever required.
Liaise between clients and internal teams (Product Development/Billing) to ensure timely
and successful delivery of solutions to our client's problems.
Identify customers’ needs and problems, and take proactive steps to maintain a positive
experience.
Maintain strong, lasting, and trustworthy relationships with clients through open and
interactive communication.
Collaborate with the team to closely examine key performance indicators linked to client
satisfaction, retention, and engagement. Work towards enhancing these metrics by aligning
your efforts with the team’s objectives.


Skills & Experience

1-4 years of experience in client handling roles; preferably US/CA/UK clients via phone calls.
Passionate about client service with good soft skills and proper telephone etiquette.
Clear, concise, and effective written and oral communication skills.
Growth mindset and excitement to learn new things.
Creative, enthusiastic, and energetic with great interpersonal skills. Should be able to
present ideas with clear logic and conviction.
Ability to work in a fast-paced work environment with spontaneity.
Should be able to approach problems logically and rationally to facilitate clear decision-
making.
The ability to stay calm and efficient under pressure.
Should be flexible to work on weekends and in the night shift starting at 9.30 PM.
Should be willing to work from the office once a week.

Skills Required