IntouchCX - Associate - Customer Service - Non Voice Process (0-8 yrs)
- 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 customer's 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
- IntouchCX | intouchcx.com
- 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
Contact details :
9620689061
Sharanya
HR
