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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