Job Description

Require Customer Care Representative for International BPO in MOHALI

Job Summary/ Overview

Helping clients to caption their telephone calls. Assisting customer’s to communicate confidently with friends, family and colleagues by phone. Utilize excellent listening & verbal skills to enable Caption Call customers not to limit the quality of their phone conversations.

Responsible for:  Professional and efficient customer service to International Customers

Salary: CTC 25K to 29K

KEY responsibilities AND ACCOUNTABILITIES

Provide phone support for international customers.

Be responsible to deliver a high quality, customer-driven, support service resolving customer enquiries at the first point of call wherever possible.

Demonstrates confidence and willingness to resolve customer requests or queries.

Maintain and improve Customer Satisfaction by delivering against those initiatives that have been identified as crucially important during each and every customer support engagement

Ability to assess customer sentiment at all stages during the communication, to take the lead in escalating an issue on behalf of the customer and to arrange for a supervisor to mediate in the interaction if deemed necessary by you or if requested by the customer.

Manages all customer communication with the appropriate level of etiquette, timeliness and professionalism, whilst working towards achieving agreed operational targets.

Can interact effectively with the personnel, tools & resources in the Customer/technical Services team to help resolve customer issues (escalation points, knowledgebase tools, internal applications etc.)

Completes all training and development activities in timely manner

Understanding of escalation handling procedures.

MAIN job requirements

Service hours–  24*7 , Rotational Shifts

Qualification – Under Graduates or Graduates in any stream

Experience – Graduate Fresher or under Graduates with 6 to 12 months of international BPO technical/Customer support experience.

Salary: CTC 25K to 29K

Skills required

Communication – Listen attentively and resolve customers issue effectively. Should be sensitive about customers information

Customer Focus – Build credibility with the customer by using empathy and should patiently resolve even irate customers issues. Should be courteous , energetic and engaging while dealing with customers

Learning Orientation – To keep himself/herself updated about the latest happenings around and asks questions which impacts customers delight

Result Orientation – Should know how to prioritize work and use the available resources effectively, Should be able to take ownership for own results and reach out for support proactively.