What would you do?

- Candidates are required to have excellent communication skills - written and verbal with absence of mother tongue influence

- Strong Comprehension skills are key on this project. Ability to comprehend US customer needs through phone communication, translate the need into process query and provide the right resolution in a clear and concise manner

- Willingness to work mainly US shifts in a 24/7 environment with shift rotations

- Prior Voice Experience Mandatory. Preferably US Process (Telecom)

- Ability to multitask and work with multiple tools to provide the best resolution

- Functional knowledge of using CRM solution and MS Excel

- Domain knowledge of US Customer Service, preferably Telecom industry

- Job requires the candidate to be confident, probe for responses and empathize with customers.

- Needs to be customer centric with strong conversational skills

- Typing speed (Speed - 25 words per minute - 85% accuracy)

- Sales/Retention/Tech experience would be an added advantage

What are we looking for? Qualification and Experience (Minimum Skills Requirement)

- Graduate - Any Stream with International Voice experience

- Minimum experience of 0-6 months in said domain preferred (International BPO Customer Service: Voice - Preferably US customer service / US Telecom)

- Proficient in spoken English, Comprehension skills

- Ability to Multitask

- Sales/Retention experience will be an added advantage

SET YOURSELF APART: (Good to have skills):

- US Telecom Exp

- Technical / Telecom Troubleshooting Experience

Roles and Responsibilities:

- Provide resolution to the customer based on process knowledge and training provided, utilizing the company's internal CRM/mainframe systems and customer purchase orders

- Thoroughly and efficiently gather customer information, access and fulfill customer needs, educate the customer where applicable to prevent the need for future contacts and document interactions on the internal systems

- Should have good command over Grammar and be able to probe well & comprehend

- Should possess willingness to help the customers by taking ownership

- Ability to present solution to the customer and add value on calls

- Should be able to summarize the conversation while providing the resolution

- Access the company's internal systems to obtain and extract accurate information and provide customer service management with the data for inclusion in various scheduled and special reports

- Maintain customer records by updating account information

- Ability to think out of the box

- Ability to work in a dynamic and innovative environment by contributing towards ideation for the project

Any Graduation