Junior Recruitment Specialist at Etech
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Etech Global Services - Customer Service Role (0-5 yrs)
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