Roles and responsibilities:

• ●  Resolve customer queries/complaints via a combination of Inbound/Outbound calls

• ●  Establish warm and friendly rapport whilst interacting with customers by phone

• ●  Solve a wide range of incoming complaints to achieve customer satisfaction

• ●  Work closely with other stakeholders to resolve the queries/complaints in a timely manner

• ●  Build rapport with customers through courteous and professional communications

• ●  Share process improvement-related ideas

• ●  Manage the Key productivity indicators (Productivity, AHT, CSAT etc.)

  Required skills:

• ●  1-3.5 years of experience in Voice based customer support industry

• ●  Bachelor’s degree

• ●  Excellence in both written and spoken English & Hindi (No MTI)

• ●  Excellent problem-solving skills & ability to connect with customers effectively

• ●  Passion for resolving problems & creating a world-class support experience for customers

• ●  The ability to learn & implement feedback quickly

• ●  Ability to work under pressure/fast-paced environment

• ●  Experience with CRM tools (Salesforce, Zendesk, etc.)

• ●  The person should be comfortable working from the office.

• ●  Eagerness to work in shifts and at weekends.

   

  Must-have mindsets and skillsets:

• • ●  Tolerance for ambiguity: which translates to a ‘get-it-done rather than wait-for-perfection’ approach

  • ●  Iterative problem-solving: which translates to structuring problems and iterating on creative/implementable solutions

  • ●  Bias to own, hustle and deliver: which translates to proactively taking the lead with new initiatives, by default

  • ●  Obsession with process excellence: which translates to being independent and detailed with all inputs and outputs

  • ●  Caring and inspirational teammate: which translates to bringing the best out of every colleague, always :)