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.
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)