Role: Contact Center - Customer Support

Designation: Tr. Customer Support Representative - Mobile Support

Level 1

Department: Operations

Reports to: Team Leader

Summary:

Tr Customer Support Representative for Mobile/ Fixed line provides day-to-day operational support via inbound calls and web support via live chats, emails and portal activities. This role is for someone who excels at problem solving and multi-tasking while providing white glove customer service and satisfaction.

Responsibilities:

Provide day-to-day operational customer service via inbound calls and web support via live chats, email and portal activities.
Process service orders, answer questions, troubleshoot basic mobile phone issues, maintain account information.
Communicate and collaborate effectively with all team members keeping the team informed of issue status by sharing information through communication tools provided by the client.
Meet and improve schedule guidelines (log in, breaks, avail and on call handling time..etc)
Demonstrate reliable attendance to avoid additional stress to team members, logging in and being available at the start of scheduled shift.
Complete assigned tasks accurately and within required customer assigned Service Level Agreements.
Utilize resources to manage transactions, escalating issues appropriately.
Manage personal and customer support inboxes effectively and respond quickly to end user requests based on service standards set for each customer.
Maintain a comprehensive understanding of account goals and processes by retaining information, asking questions, understanding SLA's and account expectations.
Display professional, positive, and courteous phone etiquette.
Resolve caller's issue accurately and efficiently to minimize call backs.
Understand and proactively addresses user's concerns, identifying the root of the issue.

Skills & Qualifications:

Excellent Verbal and Written Communication and Customer Support Skills
Freshers/ candidates with domestic BPO experience, 0-6 months experience preferred
Fair understanding of android and iOS phones is preferred
Should be ready to work in US shifts hours 9 hour where the work window may vary between 6 pm to 6 am (India time) and on Indian Holidays
Computer literate
Knowledge of Ticketing System experience (ServiceNow, Maximo, Remedy, etc.) is an added advantage

Education:

High School pass is minimum requirement with Excellent Communication skills
BSc, B.Com and BA or Diploma holders (12+3 years of education).

Working conditions and requirements:

Training and work location from office.
Should be ready to work in a 24x7 environment with rotational shifts
Work From Home will be at company's discretion
Should have a reliable and fast WiFi connection at home.
Should be ready to connect via video during training and 1 on 1 discussions.
Should have a safe and suitable work environment at home
Should be able to work as per the break/lunch timings allocated by the supervisor

Selection Criteria:-

V&A Assessment
Interview

Associate - Service Desk

Service Desk Associate