CSA - Voice Job Description/Profile

Job Title Customer Service Associate (CSA) Voice

Location : Bengaluru

Workspace WFO

Department : Operations

Channel : Voice

Language : English (additional languages may be required)

Hours of Operation : 24/7

Overview of Position The role of the Customer Service Associate (CSA) - Voice, will be responsible for :

- Having daily interactions with the customer to handle issues from end to end via call

- Going the extra mile to engage customers in solving issues and ensuring satisfaction

- Quickly and effectively building rapport with customers while diagnosing and resolving issues

- Providing white glove service and having the ability to provide an overall excellent customer experience.

- Managing customer expectations regarding estimated response times

Remote Requirements :

- Maintain a secure, high speed internet connection

- Ability to plug in ethernet cable into a modem

- Have a dedicated workspace in their homes or remote locations to provide services to the Company.

- Ability to come into the campus to pick up equipment

- Essential Functions An obligation to deliver exceptional customer service

- Receive inbound calls to gather and verify required information and do utmost within their power to solve customer problems.

- Have excellent judgment skills to be able to properly evaluate situations and immediately by providing effective solutions.

- Ability to learn new skills and quickly absorb and interpret new information, products, and
features from the perspective of the customer.

- Actively listen to the customer, and show empathy and patience

- Provide information to the client and place appropriate notes in system indicating exactly what action was taken or needs to be taken.

- Ensure policies and procedures are followed on all calls

- Maintain thorough knowledge of systems so that information can be researched and proper information is given to customer.

- Learn and retain a thorough working knowledge of all existing and new process and procedures.

- Achieve assigned Key Performance Indicators - e.g. Call Handle Time, Quality, CSAT & DSAT

- Attend Team Meetings/additional training sessions as scheduled

Performs other duties as assigned :

- Critical Skills Above average verbal and written communication skills - ability to speak accurately, using proper grammar, and good enunciation

- Ability to show high emotional intelligence by remaining calm under pressure while solving the customer's concerns

- Ability to listen attentively and to use information provided by clients to tailor responses and actions to meet the client's specific needs

- Ability to learn new skills and quickly absorb and interpret new information, products, and features from the perspective of the customer

- Ability to work in a fast-paced, hectic, changing environment

- Ability to organize and follow-up multiple tasks/details with accuracy and timeliness

- Ability to operate a phone system and personal computer

- Ability to adhere to all organizational policies and procedures

- Ability to work a variety of shifts including days, afternoons, evenings, weekends and holidays

- Ability to perform basic mathematical functions

- Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds

Educational/Work Experience and Requirements :

- Must successfully pass a background check

- High school diploma or equivalent required

- Post secondary degree is a plus

- Must have at least six months customer service experience or equivalent

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