Responsible for : Professional and Efficient customer service to all the clients involved

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 high quality, customer-driven, support service resolving customer inquiries 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 a timely manner.

- Understanding of escalation handling procedures.

MAIN JOB REQUIREMENTS :

Service hours : 24- 7, Rotational Shifts

Qualification : Graduates in any stream

Experience : Graduate or under Graduates with 6 months of experience.

Technical Knowledge : Knowledge about Domains, Web Hosting, Email Clients, IP Addressing, Networking, Technical Troubleshooting etc.

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 impact 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

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.