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.

Job Description

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 :

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

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