Job Title : Customer Service L1

Location : Noida, India

- Maintain smooth workflow and work coordination within business

Responsibilities and Duties:

- Maintain organizational and client confidentiality

- Coordination of jobs between Associates, Shift Supervisor and the Client

- Directly and actively supervise and assist on-duty operators to ensure consistent quality and satisfactory fulfillment of workflow requirements, including deadlines

- Keep abreast with issues / concerns on the shift and keep the manager posted

- Responsible for prompt response, timely follow up to consultants

- Approachable and open to working with staff to resolve problems at any level

- Help coordinate day-to-day operations as well as manage the broader needs of clients

- Retrieve, store and dispose of customer files and data per defined procedures

- Assist manager in coordinating training / ghosting for new team, address technology issues, capacity management

- Assist manager in managing production startups, hang-ups and changeovers and IT/Networking problems

- Ensure accurate record keeping, time tracking and reporting for the shift

- Assist manager in coordinating and providing timesheets for temp staff

- Operate within the agreed Standard Operating Procedures

- Follow proper document management systems

Required Skills/Abilities :

- Positive attitude

- Strong time management and organizational skills

- Able to work independently when necessary to resolve problems

- Attention on detail and consistency to meet client's quality control requirements

- Friendly, non-hierarchical and empathic with colleagues and staff

- Strong Coordination skills

- Ability to work under pressure

- Comfortable interacting with clients in person, email and telephone

- Strong verbal and written English communication skills

- Good presentation skills

- Willingness to work on rotating shifts (including weekend shifts)

- Ability to adapt any process changes

- Adhere to client leave policy and business etiquette

Education and Experience:

- Graduate from an accredited university

- 1 - 3 years of relevant experience, in customer service role

- Experience of working in KPO/ BPO industry for offshore clients, preferably in professional

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