Customer Service Representative (International Voice Process)
Shine.com
- Location
- Bengaluru, Karnataka, India
- Job type
- Full-time
About the role
Shine.com
Website:
shine.com
Job details:
Opportunity with Customer Service Representative (International Voice Process) (Bangalore, Whitefield)
Location: Bangalore Whitefield
Shifts: 24/7 (rotational)
Working Days : 5 Days Office 2 Days Rotational Off.
Years of Experience: 2 to 7 Years.
Looking for candidates who are currently serving notice period or Immediate Joiner.
Job Title: Customer Service Representative (International Voice Process)
Key Responsibilities
Inbound Phone Handling:
- Answer inbound customer calls and provide updates on SR/ASR/Incident progress.
- Add comments in tickets for faster processing aligned with customer requests.
- Guide customers on creating service requests, ASRs, and incidents appropriately.
- Support customers with self-service enablement.
- Validate and adjust ticket priorities based on business justification.
- Provide support on lead time and stakeholder connections.
- Guide customers on scheduling expert consultations.
First-Level Resolution Dispatching
- Monitor inbound emails and manually create cases when automation fails.
- Dispatch unassigned cases to regional CoEs and processors.
- Support shift coordinators and global heads with operational tasks.
- Resolve customer issues independently and proactively prevent SLA breaches.
- Collaborate with leaders in documentation, reporting, and delivery.
- Contribute to a culture of learning, innovation, and teamwork.
Required Skills
- Strong willingness to learn and adapt quickly.
- Analytical ability to handle multiple systems of record.
- Quick problem-solving and guided troubleshooting skills.
- Strong coordination and stakeholder management abilities.
This job is provided by Shine.com
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