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

2-3.5 years of experience in Voice based customer support industry

Bachelors 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.

Customer Support Associate