Etech Global Services
Website:
etechgs.com
Job details:
About Etech
Etech is a leading provider of customer engagement solutions and services utilizing inbound and outbound voice as well as web chat and email. For over a decade, we have been helping companies cost-effectively acquire new customers and maximize profits by servicing and growing existing customers. We are a Tier One preferred provider for Fortune 500 companies and employ roughly 3,000+ team members operating in 10 Global Centers (7 in the US, 2 in India, and 1 in Jamaica)
- Company Website: https://www.etechgs.com/
- Department: Operations
- Reports To: Team Leader
Essential Responsibilities:
- As a Client Support Associate, you will need to be a great listener as you work to troubleshoot and understand issues. You will work to resolve issues upon initial contact (i.e., "first call resolution"), and prevent future issues whenever possible by educating our Clients and reviewing their accounts.
- You will oversee all problems to resolution, even when delegated to other teams.
- You will provide engaging, responsive, timely telephone and email support to Consumer Clients, Sales, and other internal team members. You will be the point of contact for the Consumer and/or Sales team member as you keep them informed of the status of open issues while actively working to troubleshoot and resolve them. You will play a role in retention as you communicate collaboratively with Sales to address any Consumer issues.
- Client Support Associate must maintain a strong understanding of the products and services of Autotrader. Adhere to all policies, procedures, and guidelines. Understand the organization (departments, personnel, and their responsibilities). Develop or improve internal systems knowledge.
- Client Support Associate, you will need to be flexible as you adjust to changing duties and responsibilities as the department and the company evolve. Additional projects, assignments, or responsibilities may be assigned to assist the department/company meet their objectives and provide the Ultimate Service to our Clients.
We expect you to:
- Be Flexible in working hours, which is a must.
- Excellent oral and written communication skills;
- An unerring attention to detail;
- The ability to multitask, answering numerous chats/calls and navigating smoothly between both mediums.
- A professional demeanor with the ability to take ownership of every chat, call, or email and find a solution for every customer.
- The ability to think on your feet in a fast-paced environment where messages over chat, call, and email come fast and furious.
- Experience working as part of a collaborative team - we work together to make sure customers can use our products and services without any trouble, and excellent experience is provided during every interaction.
Qualifications Required:
- High secondary or 10+2 diploma with 3 years’ experience in a related field; OR any stream graduate degree with 1 year of experience.
- Strong computer skills, especially proficient in Microsoft Office, Outlook, and other Internet-based tools.
- Strong understanding of business operations (spreadsheets, trends, data)
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