Job Description
Job description
The Associate - Customer Service represents the Service Center which is responsible for delivering timely and accurate customer service through all the mediums i.e. on phone, web chat, eService emails. The Customer Service Specialist post Go-Live/Certification is required to be an efficient communicator who is well versed with CS tools, domains, client plans and provisions. He/she reports to the assistant manager or manager and may be aligned to one or multiple clients across various domains. She/he is required to effectively communicate complex client plans and provisions aimed at driving first call/ chat/ mail resolution. She/he is expected to provide effective solutions within the scope of defined client plans and provisions helping the participants make an informed decision. He/she will be required to adhere to Client Level & internal Service Level Agreements and creates a positive participant experience through their knowledge, personal service, confidence building and timely resolution. This role may be leveraged across multiple teams.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
Answer calls, chats & mails with an approach to deliver positive customer satisfaction
Articulate complex client plans and provisions in a simplified and understandable manner helping participants make an informed decision
Focus on First Call/ chat resolution & accurate research initiation
Maintain internal & client defined quality on calls/ chats/mails
Understands and contributes positively in meeting client SLAs & targets
Ensures Customer Service Representative, Team & Client level targets (Customer Satisfaction, Service Level %, Average Handle Time, Session Time, Wait Time, First Call Resolution, Abandon Rate, Call back timeliness etc.) are met or exceeded consistently
Take complete ownership of self-learning & development
Role Requirements: -
0-3 yrs of Experience for Associate Level
Prior Customer Service experience would be preferred
Excellent verbal (voice) and written (chat & email) communication skills with least grammatical errors
Strong Customer Service Orientation
Excellent comprehension and articulation of client specific plans and provisions
Working knowledge of computers (Diploma / short term course)
Appropriate Typing speed to be able to efficiently manage documentation during/post interaction
Working Days: 5 Days working with 2 Days Rotational Week off
Notice Period: Immediate
Shift Timings:
Rotational Shift - Should be flexible to work in Night Shifts.
Cab will be provided(one Way Cab within 25KM radius only).
Job location: Mumbai(Malad)
Salary
For Experienced Salary Upto 4L CTC PA
For Freshers Salary upto 3CTC PA(No BE/B.Tech)
