International - US Voice Process
- IntouchCX
- 1 - 6 years
- Bengaluru
- 5 days ago
- Email to a friend
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Job Description
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
- 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
Contact Details:
HR Name: Deepika E
Ph.no : 7899915***
Email id : de******e@in******x.com
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: Voice / BlendedRole: Voice / Blended - OtherEmployement Type: Full timeContact Details:
Company: IntouchCXLocation(s): Bengaluru
Keyskills: Inbound Voice Process Bpo Voice Us Voice Process International Voice Process International Calling Technical Voice Process Voice Support
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