Sr. Process Executive/Process Specialist
- Grassroots
- 1 - 2 Years
- Bengaluru
- 4 years ago
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Job Description
Educational QualificationGraduate Mandatory, Technical field would be preferred 7
Language Requirement
High level of fluency in spoken and written English. Able to converse and provide technical support in English through various channels Calls, Emails & Live Chats
Exposure to international customer service processes
Minimum Experience
2 years./ 4 years with experience in voice/chat process Telecom customer service / Internet Service Provider (ISP) Technical Troubleshooting.
Experience in Telecom.
Areas of Responsibility
SLA Compliance
Process Compliance
Customer Interaction trouble shooting, triaging, escalation & complaint management
Highest standards of Customer Service
Schedule adherence
Minimum Technical Knowledge Required
Good knowledge and experience on common CRMs, ticketing tools, chat platforms. Good Understanding of telecom industry, products, ISP related services, troubleshooting Internet & email related issues, etc.
Understanding of common technical telecom terminology
Intermediate Microsoft Office skills (Word, Outlook, Excel, PowerPoint)
Displays superb customer service skills and capabilities
Basic Operating System knowledge
Knowledge of common ISP products & services
Formulate gathered unstructured information to a formal requirement
Good analytical ability
Ability to navigate common user interface elements
Good listening skills - ability to understand ambiguous information, probe and consolidate into useable data
Excellent Communication with the end customers in English
Demonstrate patience, passion for problem solving, ability to use knowledge bases, tools
Ability to contribute to the knowledge base with appropriate knowledge artifacts
Shift Requirement
Flexibility to work in rotational shifts-24/7 shift- majorly in night shifts as it's a US process
Employement Category:
Employement Type: Full timeIndustry: ITESFunctional Area: Customer ServiceRole Category: Customer Service Executive (Voice)Role/Responsibilies: Sr. Process Executive/Process SpecialistContact Details:
Company: GrassrootsLocation(s): Bengaluru+ View Contact
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₹ 100000 - 250000
Grassroots
At Grassroots, we specialise in various Omni-Channel BPM services, providing transformational industry specific solutions. We operate PAN India with primary presence in Bangalore and Mysore with a total capacity to accommodate over 850 resources. Grassroots operations are spread across the count...
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