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23/11 Priyanka
Junior Recruitment Specialist at Etech

Views:19 Applications:4 Rec. Actions:Recruiter Actions:0

Etech Global Services - Customer Service Role (0-5 yrs)

Anywhere in India/Multiple Locations Job Code: 99925

Job Title :

Customer Service Representative (Voice Process)

Department : Operations

Reports to : Team Leader, Operations

Location : Gandhinagar, Vadodara

Summary : The Customer Service Representative is responsible for ensuring efficient, high-quality service to the customers by ensuring their concerns are resolved in the first attempt (First Call Resolution) via call.

Roles and Responsibility :


- Answer inbound calls within guidelines/goals established by the client. - Listen actively, converse well on the phone with East Coast customers and be confident on calls.


- Assist Customers who will call in to seek assistance not limited to:


- Addition/Removal of services


- Upgrade/Downgrade theirservices


- Billing and Account related inquiries.


- Focusing to ensure customers are given all the required support and ensure their concerns are resolved in the first attempt. (First Call Resolution)


- Consistently achieve call quality score goals to meet client and customer satisfaction goals as well as maintain First Call Resolution.


- Superior Customer Service Skills - Be savvy, because most of the customers will call while they are traveling and need to ensure we do not waste their time.


- Understand the vast process product line-up and provide the right plan based on their requirement.


- Work on different platforms to access customers account.

Required Skills :

- Must be self-motivated, driven to succeed and ready to hit the ground running


- Customer Focus Attitude


- Excellent Listening Skills


- Strong Verbal Communication


- Building Relationships


- People Skills (empathetic and willingness to serve others)


- Interpersonal Savvy - Problem Solving

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