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Company Description
Cognital HR Consultancy is a recruitment and staffing solutions company committed to helping businesses find skilled talent and candidates build flourishing careers. Specializing in IT, ITES, Manufacturing, and BPO sectors, the company offers services such as customer support recruitment, voice and non-voice hiring, and end-to-end talent acquisition solutions. By delivering efficient and result-oriented recruitment services, Cognital HR Consultancy simplifies the hiring process for organizations. Dedicated to fostering long-term partnerships, the company emphasizes professionalism, transparency, and quality in meeting workforce requirements.
Role Description
This is a full-time, on-site Customer Service Technical Support role based in Chennai. The responsibilities include providing excellent customer support, resolving technical queries, ensuring customer satisfaction, handling inbound and outbound calls professionally, and addressing client inquiries with optimal solutions. The role also involves maintaining records of customer interactions and delivering a high standard of customer experience through effective communication and problem-solving.
Key job responsibilities:
- Providing prompt, efficient, and detailed service by engaging directly with customers.
- Patiently listen to, understand, and solve complex technical customer issues
- Investigating, documenting, and resolving issues
- Providing world-class support to customers
- Navigating multiple system applications and researching applicable solutions with ease
· Developing detailed knowledge about products, services, and features
- Providing advanced device troubleshooting solutions
· Being a voice and advocate for our customers when something doesn’t feel right
· Working with cross-functional support teams to ensure a consistent and high-quality level of support
· Acting as an advocate for our customers by reporting and acting on observed areas for improvement
· Actively seeking solutions to customer needs, communicating trends to leadership, and suggesting innovative solutions on behalf of the customer experience
- This position may require that you handle various contact types, including Chat, Email, Inbound, and Outbound voice calls with our customers
Basic qualifications:
- High School Graduate/ Diploma, one-year-plus of customer experience, or one-year-plus working directly with customers, or enrolled in college/university
- Standard qualifications include: (a) Typing Speed (minimum of 30 AWPM for voice and 32 AWPM for chat), (b) Grammar, (c) Active Listening, (d) Attention to Detail, (e) Critical Thinking, (f) Problem Solving, (g) Conflict Resolution/ Resilience, and Engagement.
- Strong interest in consumer technology
- Experience in troubleshooting technical devices
- Basic understanding of networks / Wi-Fi connectivity
- Patience working with customers who are slower to learn new technologies
- Ability to communicate and present a professional, courteous, and patient demeanor over the phone
- Ability to foster positive relationships
- Flexibility with a full-time schedule, including shift assignments on weekends/evenings
- Problem-solving skills, “thinking outside of the box.”
- Proficiency in learning new technology
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