Mphasis Ltd

Customer Support Representative

Mphasis Ltd
Not Disclosed
0-5 Years Full Time
Bangalore, Karnataka, IN

Vacancy: Not Disclosed Posted: 1 year ago Applicants: 0
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Job Description

Summary:

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 SLAs 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:

  • Overall 1 to 5 year of work experience, which must include at least 6 months of Customer Service experience in an international voice process
  • Excellent Verbal and Written Communication and Customer Support Skills
  • Good understanding of android and ios phones is preferred
  • Knowledge of Ticketing System experience (ServiceNow, Maximo, Remedy, etc.) 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
  • Resolve customer issues in a timely and effective manner
  • Computer literate.

Education:

  • Any graduate/ Diploma holders (12+3 years of education).
  • BE/B.Tech are not eligible

Skills Required: International Voice Process,Customer Service


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