Job Description

Job description

We are Hiring!
Greetings from IntouchCX.
Interested candidates can contact the HR Directly.

Contact Person: HR Cheeza
Mobile: 8147091038
Email ID : cheeza.pradhan@intouchcx.com

•The role of the Customer Service Associate (CSA) - Non-Voice, will be responsible for: •
? Providing support and resolve technical issues via email and other electronic communications
? Building credibility and trust with the customer by empathizing with their problem in words
? Proactively understanding their needs and responding promptly to resolve their issue
? Applying advanced troubleshooting techniques to provide unique solutions to the customer's individual needs
? Leveraging their experience to provide feedback to the team on how to improve client services
? Driving customer communication during critical events

•Essential Functions •
? An obligation to deliver exceptional customer service
? Receive emails and chats to gather and verify required information and do utmost within their power to solve customer problems
? Demonstrate empathy and patience to the customer
? Demonstrate enthusiasm to be a self-starter who is excited about learning new technologies on a daily basis
? 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
? 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 listen attentively and to use information provided by clients to tailor responses and actions to meet the client's specific needs
? 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 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
? Must have at least six months customer service experience or equivalent
? Experience in the gaming/tech support industry is a plus.

Job Types: Full-time, Permanent

Pay: ?250,000.00 - ?400,000.00 per year

Benefits:

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

Schedule:

• Rotational shift

Supplemental Pay:

• Performance bonus

Work Location: In person