Customer Service Representative (Voice Process)

Job Title : Customer Service Representative (Voice Process)
Department : Operations
Reports to : Team Leader, Operations
Location : Gandhinagar

Summary

The Customer Service Representative is responsible for ensuring efficient, high-quality service to the customers by ensuring their concerns are resolved in the first attempt (First Call Resolution) via call.

Roles and Responsibility

  • Answer inbound calls within guidelines/goals established by the client.
  • Listen actively, converse well on the phone with East Coast customers and be confident on calls.
  • Assist Customers who will call in to seek assistance not limited to:
    • Addition/Removal of services
    • Upgrade/Downgrade their services
    • Billing and Account related inquiries.
  • Focusing to ensure customers are given all the required support and ensure their concerns are resolved in the first attempt. (First Call Resolution)
  • Consistently achieve call quality score goals to meet client and customer satisfaction goals as well as maintain First Call Resolution.
  • Superior Customer Service Skills
  • Be savvy, because most of the customers will call while they are traveling and need to ensure we do not waste their time.
  • Understand the vast process product line-up and provide the right plan based on their requirement.
  • Work on different platforms to access customers account.

Required Skills

  • Must be self-motivated, driven to succeed and ready to hit the ground running
  • Customer Focus Attitude
  • Excellent Listening Skills
  • Strong Verbal Communication
  • Building Relationships
  • People Skills (empathetic and willingness to serve others)
  • Interpersonal Savvy
  • Problem Solving

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