Call Centre Agent - Urgent Hiring

Advait Techserve; Pune District; On-site; INR 279,000 - 390,600; Full time

Job summary

Advait Techserve in Pune District is hiring for a Customer Support role focused on providing first-level support to clients and technicians. The job emphasizes effective communication and multi-tasking in a dynamic call center environment.

Applicants should possess a high school diploma, enjoy fast-paced settings, and have a strong command of Microsoft Office applications. Essential duties include processing service requests, documenting information accurately, and troubleshooting client issues.

Qualifications

• Ability to work in a fast-paced call center environment.
• Experience handling customer service interactions effectively.
• Proficient in documentation and quick data gathering.

Responsibilities

• Process emails and service requests from clients.
• Document and update service information accurately.
• Troubleshoot service tickets to find resolutions.

Skills

Customer service

Conflict resolution

Critical thinking

Multi-tasking

Effective communication

Education

High school diploma or equivalent

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Job description

Department: Customer Support / Service Operations

Employment Type: [Full-time]

Shifts: Open for Rotational shifts/ US Shifts

Summary:

Our Call Center Agents are dynamic individuals that work in a fast-paced environment. Effective listening/clear communication are key to receive and process client service requests and updates along with inputting all information into service software templates. As a part of this team, you will provide first level support to clients and Field Service Technicians seeking assistance with service tickets, part ordering, and usage.

Essential Duties and Responsibilities :

• Accept and process emails/service requests/updates from clients or technicians via phone and/or email
• Accurately document call information in database
• Update customer with service status and call completion information
• Solicit client/customer feedback to improve customer service
• Troubleshoot a variety of service tickets to determine best resolution for issues and client requests
• Escalate unresolved issues and trouble calls to appropriate department, on an as needed basis
• Assist Field Service Technicians with service tickets or other various workload issues
• Transfer/update service call information to and from clients and technicians by phone, email, and/or text messaging (paging)
• Communicate essential information to co-workers and other departments
• Coordinate with Field Service to provide timely updates to clients on open service calls
• Call Management/Navigation to ensure ETA and SLA adherence by contract requirements to Clients
• Stay current with emails, procedural updates ,and call handling documentation

Qualifications, Job Skills & Requirements

• Works well at multi-tasking in a fast-paced ever moving call center environment
• Self-starter and self-motivated individual that requires minimal supervision
• Documents conversations and gathers data quickly and accurately
• Above and beyond customer service in all situations
• Critical thinking and quick decision making
• Clear verbal and written communication and effective listening
• Conflict resolution and problem solving
• High standard of accuracy with attention to detail and thorough follow through
• Meets productivity standards, quality metrics, and completes work in a timely manner
• Maintains professional confidentiality and patience with customers and within the workplace
• Ability to build, maintain, and contribute to a positive team workplace
• Accurate typing, spelling, and grammar
• Dependable with attendance
• Ability to work weekends and holidays, overtime may be required on an as-needed basis
• Schedule flexibility during Paid Time Off may be required to cover shift variance

Experience and Education:

• Previous experience in a call center, preferred
• High school diploma or equivalent
• Proficient in Microsoft applications: Windows, Word, Outlook, Excel