Customer Support Associate
- Coforge
- 1 - 5 years
- Noida, Gurugram
- 5 months ago
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Job Description
Role - Associate Customer Support
Qualification - Graduate in any field
Immediate Joiner
Minimum Experience - 1 to 5 years into CSE
Location - Greater Noida
Shift - Rotational Shifts 24*7
Week off - 2 Rotational & Split
Cab - Provided upto 30 kms vicinity
Role & responsibilities
- To respond promptly to customer inquiries and concerns via phone, email, or chats adhering to all company policies and procedures
- To resolve customer issues and complaints effectively and efficiently
- To follow the Customer Protection Standards and Guidelines while addressing customer complaints
- To register every complaint that has crossed the SLA
- To be responsible and accountable for each ticket/request raised until resolved successfully.
- To follow up & make sure that the ticket/request is resolved within the given TAT.
- To be updated on all existing & new products and services and ready to assist customers at any point in time.
- To responsibly coordinate with various internal departments, branches, customers, banks & service providers aiming to effectively resolve the issue at the earliest.
- To register all customer complaints/appreciations or suggestions or on branches/staff and escalate to Call Center Manager.
- To frequently analyze and report on any unusual delay of payments/services that require investigation
- To report any special/serious customer complaint/grievance that requires quick attention. To ensure that all the policies and procedures, code of conduct and regulatory guidelines are strictly complied with in the process of discharging duties.
- To manage time effectively to complete assigned tasks on time.
- To be patient, empathize and listen to customer grievance, assure to resolve the complaint.
Essential Qualifications, Capabilities and Knowledge
- Graduate in any discipline
- Min. 3-4 years of Exchange/Financial Services experience (working either in front office or back office)
- Should have exp. in handling customer complaints and resolving it within the stipulated time frame.
- Technical expertise in computer applications & communication systems.
- Excellent communication and comprehension skills to handle customers through different platforms viz. Call, Chat or E-mail.
- Computer Skills & Typing speed. Preferably from Disputes domain for TM & STM.
Competency Requirements
1. Excellent Communication skills
2. Ability to work under pressure
3. Able to maintain customer confidentiality
4. Excellent Typing skills
5. Multi-tasking skills.
6. Ready to work in 24 x 7 shift job
7. Punctuality
8. Commitment
9. Accountability
10. Team worker
Job Classification
Industry: BPM / BPOFunctional Area / Department: BFSI, Investments & TradingRole Category: BFSI, Investments & Trading - OtherRole: BFSI, Investments & Trading - OtherEmployement Type: Full timeContact Details:
Company: CoforgeLocation(s): Noida, Gurugram
Keyskills: Customer Support CSE Voice Process Rotational Shifts International Voice Process
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