Website:
scoutit.in
Job details:
We're looking for
Customer Service Associates!
Responsibilities
1 Customer Support (Voice & Chat):
- Handle inbound and outbound voice calls and chat interactions with customers, addressing their queries, concerns, and requests in a professional and timely manner.
- Provide clear and accurate information about products, services, policies, and procedures.
- Resolve customer issues effectively by troubleshooting, offering solutions, or escalating when necessary.
2 Issue Resolution
- Actively listen to customers, identify pain points, and provide efficient resolutions to enhance customer satisfaction.
- Document customer interactions, including details of the inquiry, issue, and resolution process, in the CRM system.
3 Service Quality And Adherence
- Maintain high-quality service standards while meeting performance metrics such as response time, customer satisfaction (CSAT), first call resolution (FCR), and adherence to schedules.
- Ensure compliance with company policies, industry regulations, and confidentiality agreements.
4 Team Collaboration
- Work collaboratively with team members to achieve team goals and ensure smooth escalation of issues when required.
- Participate in team meetings and contribute ideas for process improvements and customer service enhancement.
5 Continuous Learning & Development
- Stay up-to-date with product and service knowledge to provide accurate and relevant information to customers.
- Participate in training sessions and skill enhancement programs to improve performance and efficiency.
Qualifications
- Minimum 15 years of regular, full-time education (10 + 2 + 3 Bachelors/Graduates)
- All candidates should be comfortable with Rotational Shift / Split or Rotational Week-off / 5 Days Work From Office
- Excellent verbal and written communication skills, with the ability to engage customers in a clear and friendly manner.
- Basic computer skills, including proficiency in using customer service software, chat platforms, and CRM systems.
- Strong troubleshooting skills and ability to handle customer issues effectively and efficiently.
- Ability to handle both voice and chat interactions simultaneously while maintaining quality service.
- Knowledge of MS office
- Working Hours 10 (9 hours working + 1 hour break)
Full-time position with flexible shifts (may include evenings, weekends, and holidays). No fixed shift or WO. However, it will mostly start 12:30 pm IST to 12:30 am IST.
(*Note: This is a requirement for one of Scoutit's clients)
Skills: customer service,crm,troubleshooting
Click on Apply to know more.