Job Description

CSA - Voice /Profile Job Title Customer Service Associate (CSA) VoiceLocation : BengaluruWorkspace WFODepartment : OperationsChannel : VoiceLanguage : English (additional languages may be required)Hours of Operation : 24/7Overview of Position 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 timesRemote Requirements :- Maintain a secure, high speed internet connection- Ability to plug in ethernet cable into a modem- Have a dedicated workspace in their homes or remote locations to provide services to the Company.- Ability to come into the campus to pick up equipment- Essential Functions 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, andfeatures 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 scheduledPerforms 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 backgroundsEducational/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 (ref:updazz.com)

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