Customer Support Associate
☞ Techbooks International Pvt. Ltd
View: 106
Location: Greater Noida Uttar Pradesh Noida
Category: Consulting / Customer Service Production / Operation
Industry: BPO Call Centre
Position: Associate/Senior Associate -(NonTechnical)
Job type: Full Time, Permanent
Experience: 0 - 5 years
Job content
Roles and Responsibilities
This role entails assisting customers by providing L1 technical troubleshooting and product support in a contact center environment involving Calls, E-mails, and Chats. The associate should be able to gather customer requirements on the products sought, and provide a customized solution to the customer.
*Must have experience in International BPO/ International call center
Responsibility
- To provide quality customer support and L1 technical troubleshooting services via Calls, E-mails, and Chats
- Answer incoming calls, e-mails, and chats while responding to customer’s queries or issues
- Provide product and service information to customers with focus on First Time Resolution
- Research required information using available resources as per standard operating procedures
- Research, identify, and resolve customer complaints using applicable software
- Focus on calls, e-mails, chats quality during contact and other duties as assigned
- Route calls, email, and chat to appropriate resources
- Follow up with customers where necessary via outbound calls or e-mails, whichever is applicable
- Process Documentation (logs and reports) all Calls, Emails, and Chats information according to standard operating procedures
- Recognize, document, and alert the management team of trends in Calls, Emails, and Chats
Essential
- A bachelors degree from a reputed university (for permanent post) or undergoing graduation studies (for contractual position)
- Minimum 6 months of work experience in an international contact/call center environment, preferably US client
- Superior listening, verbal, and written communication skills
- Excellent Typing Skills (25-30 wpm or better) with good accuracy (90% and above)
- Focus on providing First Time Resolution to the customer
- Sharp understanding of the business and client requirements
- Should be willing to stretch the work hours, as and when required, as per client requirement
- Open for Noida location and late afternoon or night shifts
Perks and Benefits
Cab Facility
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