Position: Associate/Senior Associate -(NonTechnical)

Job type: Full Time, Permanent

Experience: 0 - 5 years

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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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