Job title Customer Service Associate

Reports to Service Centre - Team Leader

Job purpose

Inbound customer services calls, Back office, Email, E-Com and Outbound for Retail processes

Duties and responsibilities :

1. Taking/Handling Inbound Customer calls, Outbound calls, Emails

2. Listening to and understanding the customer's requirements

3. Provide product/service details & benefits to Customers

4. Providing end to end solutions to the customer

5. Asking the correct questions - probing and prompting the customer wherever required

6. Timely and accurate capturing all the information given by the customer

7. Timely follow up with as per Escalation matrix till closure

8. Staying current with knowledge of products/ processes & services

9. Ensure full adherence to all the quality parameters and SOP

10. Cooperate with other Team members, SMEs and Team Leaders.

11. Ensure 100% adherence to schedule

12. Escalating the call to the team leader / manager, wherever desirable

13. Handling irate / demanding customers where necessary, in a tactical manner

I. MINIMUM SKILLS REQUIRED :

Qualifications : Graduates or a minimum of 10+2 with 3 yrs. Diploma

- Experience Freshers

- Age 18 years onwards

- Technical Skills Good Typing Skills - speed 25 to 30 WPM with 90% accuracy),adept at operating computers & familiarity with Internet is desired

- Aptitude Process orientation, Systems thinking.

Key Competencies :

- Good written and verbal communication skills, have pleasing telephone etiquettes, Customer focus, and willingness to learn.

II. LANGUAGE SPECIFICATION:

Language Rating 1 2 3 4 5

English 
Tamil 
Kannada 
Malayalam 
Hindi 

Main English & Hindi

PERSONAL TRAITS

- Self-Driven

- Articulate - Should possess excellent written and verbal skills

- Team players

- Logical & Structured approach

- Analytic - Should possess analytical skills

Salary take home : 14k+Incentives

Office timings : 10am to 7pm

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