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:-
