Communication Skills: Excellent verbal and written communication skills are essential. Fluency in multiple languages (Tamil, Telugu, Hindi, Bengali, Malayalam & Kannada) is an advantage.
Customer Service Skills: Strong interpersonal skills and the ability to handle difficult or upset customers with patience and professionalism.
Technical Skills: Proficiency in using Apps including CRM systems (Sales Force) and Microsoft Office.
Customer Support: Respond to customer inquiries and resolve issues via phone, email, and chat. Provide accurate information and solutions to customer problems.
Communication: Maintain a professional and courteous demeanour when interacting with customers. Communicate effectively and empathetically to understand and address customer needs.
Service Knowledge: Develop a deep understanding of the company's services to provide accurate information and assistance to customers.
Problem Resolution: Trouble Ticket Creation and follow-up till the ticket closure as per defined SLA. Maintain detailed records of customer interactions, including complaints, and resolutions at CRM (Customer Relationship Management) software to track customer interactions. Identify and resolve customer complaints, concerns, and issues in a timely and efficient manner. Escalate complex problems as per the matrix.
Feedback Collection: Gather feedback from customers to improve products or services and report insights to the appropriate teams within the organization.
Quality Assurance: Ensure that all interactions with customers align with the process, standards, and quality benchmarks.
