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14/11 Meghana
Talent Acquisition at IntouchCX

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INTOUCHCX - Associate - Customer Service - Gaming Support (0-7 yrs)

Bangalore Job Code: 300121

Job Title Customer Service Associate (CSA)

Contact HR Meghana 8147091039

Location -Bengaluru ( Electronic City )

Department-Customer service

Channel - Email/Chat

Language - English

If you're interested in this position, please call me on above number or else forward your resume .

Hours of Operation 24/7

Overview of Position -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

Essential Functions-

- 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

Critical Skills-

- Above average verbal and written communication skills - ability to speak accurately, using proper grammar, and good enunciation

- Ability to listen attentively and to use information provided by clients to tailor responses and actions to meet the clients specific needs

- Ability to work in a fast-paced, hectic, changing environment

- Ability to organize and follow-up multiple tasks/details with accuracy and timeliness

- Ability to operate a personal computer

- Ability to adhere to all organizational policies and procedures

- Ability to work a variety of shifts including days, afternoons, evenings, weekends and holidays

- Ability to perform basic mathematical functions

- Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds

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

Perks and benefits

- An attractive compensation package with performance-based incentives

- Incredible learning and growth opportunities

- Outstanding rewards and recognition program & employee engagement activities

- Free Food and Transport while working on-site

Medical Insurance

Meghana R Amin
Executive Talent Acquisition
IntouchCX |

92/1B, Electronic City Phase 1, Bengaluru, 560100

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