Customer Service Representative - L1

Job Description

Role Purpose

The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs

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Principal Responsibilities:

• Customer Service through calls, Chats & emails
• Ensure timely and accurate service delivery at defined productivity levels
• Build client & domain knowledge to be able to deliver a resolution on the first conversation
• Ensure adherence to Client Service Level Agreements (SLAs) like Customer Satisfaction, Service Level, Handle Time & Customer Effort
• To strive to create a healthy and fun filled Environment in the team
• Display interpersonal skills in handling the day-to-day operations on the floor
• Adhere to Customer Service Attendance & Accountability policies
• Execute issue /query resolution and ensure proper documentation & follow-up
• Maintain Internal & Client level delivery quality on calls, chats & email conversations
• Identify, share and support operational improvements

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• Deliver excellent customer service through effective diagnosis and troubleshooting of client queries
  • Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
  • Assist clients with navigating around product menus and facilitate better understanding of product features 
  • Troubleshoot all client queries in a user-friendly, courteous and professional manner
  • Maintain logs and records of all customer queries as per the standard procedures and guidelines
  • Accurately process and record all incoming call and email using the designated tracking software
  • Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business
  • Organize ideas and effectively communicate oral messages appropriate to listeners and situations
  • Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs

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Education Eligibility:

• Graduates in B.com, BBA, BA, BCA, BHM, B.Sc. and 3-year degree courses except Stats, Maths and Eco Hons, Freshers and candidates with relevant BPO experience eligible (Maximum 2.5 years of relevant experience can be considered.)
• Full-time MBA, BE, B Tech graduates with minimum 6 months of relevant experience can apply.

Locations and Shifts:

• Noida 
• US Shifts – Evening/Night Shifts for 5 Days a week with 2 fixed offs

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Deliver