International Chat/ Customer Support/ Customer Representative/ BLR
- IntouchCX
- 0 - 5 years
- Bengaluru
- 5 months ago
- Email to a friend
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Job Description
Interested Candidates can contact
HR
Ya*******i@96*******7
Shifts - Rotational(Including Night Shifts)
5 days work 2 days off
Salary - Fresher upto 16k
Exp - Upto 23k
WFH
Job Title Customer Service Associate (CSA) Non-Voice
Location Bengaluru
Workspace WFO
Department Operations
Channel Email/Chat
Language English (additional languages may be required)
Hours of Operation 24/7
Overview of Position The role of the Customer Service Associate (CSA) - Non-Voice, will be responsible for:
Providing support and resolve technical issues via email and other electronic communications
Building credibility and trust with the customer by empathizing with their problem in words
Proactively understanding their needs and responding promptly to resolve their issue
Applying advanced troubleshooting techniques to provide unique solutions to the customers individual needs
Leveraging their experience to provide feedback to the team on how to improve client services
Driving customer communication during critical events
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 emails and chats to gather and verify required information and do utmost within their power to solve customer problems
Demonstrate empathy and patience to the customer
Demonstrate enthusiasm to be a self-starter who is excited about learning new technologies on a daily basis
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
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 listen attentively and to use information provided by clients to tailor responses and actions to meet the clients specific needs
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 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
Must have at least six months customer service experience or equivalent
Experience in the gaming/tech support industry is a plus
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: Non VoiceRole: Chat SupportEmployement Type: FreshersContact Details:
Company: IntouchCXLocation(s): Bengaluru
Keyskills: International Chat Process Email Support Customer Support Customer Service Customer Support Representation Non Voice Process International Non Voice Chat Chat Support Customer Handling Chat Process International BPO
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IntouchCX
About company *IntouchCX Intouchcx is a global customer care and technology company that provides value- driven, future-forward solutions. For over 20 years, we have been the people and technology behind the worlds biggest brands, empowering human potential through our artificial intelligence di...
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