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

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 customers concerns

- Ability to listen attentively and to use information provided by clients to tailor responses and actions to meet the clients 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

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