Job
Description
Summary:
Tr Customer Support Representative for Mobile/ Fixed line provides day-to-day operationalsupport 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 callers issue accurately and efficiently to minimize call backs.
*Understand and proactively addresses users 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