IntouchCX - Executive - Customer Support - International Voice Process (1-2 Yrs) Bangalore (After-Sales/Customer Service)

CSA - Voice Job Description/Profile Overview of Position :- 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- 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 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 customer s concerns- Ability to listen attentively and to use information provided by clients to tailor responses and actions to meet the client s 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 backgroundsEducational/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 (ref:updazz.com)

Payroll Type : Permanent