Talent Acquisition at IntouchCX
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Associate - International Customer Support (0-6 yrs)
We are currently Hiring for Customer Service Associate (CSA) Non-Voice
- 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
Requirements:
- 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.
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
