Executive - Technical Support - BPO (1-3 yrs) MP/Indore (After-Sales / Customer Service)
ZUHR Consulting
Indore, India
5d ago
source : iimjobs.com

KEY RESPONSIBILITIES AND ACCOUNTABILITIES

  • Provide online / offline support for Global Customers.
  • Resolve known customer issues through the use of a knowledgebase, direct use of tools, product user guides, and other reference materials.
  • Be responsible to deliver a high quality, customer-driven, support service resolving customer enquiries at the first point of call wherever possible.
  • Assist customer in resolving any open requests for support, assistance, information on Finances & transactions, etc.
  • Demonstrate ownership and willingness to resolve issues in a timely manner. Demonstrates confidence and willingness to resolve customer requests or queries.
  • Maintain and improve Customer Satisfaction by delivering against those initiatives that have been identified as crucially important during each and every customer support engagement for voice.
  • Deliver First Call Resolution by handling customer requests and resolving customer issues as often as possible during the first contact.
  • Ability to assess customer sentiment at all stages during the communication, to take the lead in escalating an issue on behalf of the customer and to arrange for a supervisor to mediate in the interaction if deemed necessary by you or if requested by the customer.
  • Manages all customer communication with the appropriate level of etiquette, timeliness and professionalism, whilst working towards achieving agreed operational targets.
  • Can interact effectively with the personnel, tools & resources in the Customer / technical Services team to help resolve customer issues (escalation points, knowledgebase tools, internal applications etc.)
  • Completes all training and development activities in timely manner
  • Understanding of escalation handling procedures.
  • MAIN JOB REQUIREMENTS

  • Service hours- 24- 7, Rotational Shifts
  • Qualification - Graduates in any stream
  • Experience - Graduate Fresher or under Graduates with 12 to 24 months of experience.
  • Skills required

  • Communication - Listen attentively and resolve customers issue effectively. Should be sensitive about customers information
  • Customer Focus - Build credibility with the customer by using empathy and should patiently resolve even irate customers issues.
  • Should be courteous, energetic and engaging while dealing with customers

  • Learning Orientation - To keep himself / herself updated about the latest happenings around and asks questions which impacts customers delight
  • Problem Solving - Ability to find an effective solution in a simple and clear manner. Should proactively keep the customers and stakeholders informed about the issue and take corrective actions accordingly
  • LEVEL OF PROFICIENCY : Technical Knowledge :

    Technical Knowledge :

    Knowledge about Cloud Computing, Microsoft Office Products. Knowledge about IP Addressing, Networking, Technical Troubleshooting etc.

    ref : updazz.com)

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