Contact Center Specialist (International voice process)

Careernet; Dadri, Gurugram District; On-site; INR 250,000 - 420,000; Full time

Job summary

Careernet is seeking a customer service oriented professional to be the first point of contact for service issues and to troubleshoot with clients. The role involves educating clients on new services, processing complex service requests, and ensuring accurate data entry in our systems.

You will engage with customers over the phone and contribute to process improvements through team discussions. The ideal candidate has a finance/commerce/management background with 1–3 years of relevant experience

Qualifications

• Graduate/ Post-Graduate in finance / commerce/ business management/ operations discipline.
• Minimum 1-3 years of relevant work experience.
• Strong written and spoken communication skills.
• Ability to explain complex policies or concepts in a time-bound manner.
• Excellent customer service skills.
• Ability to explain complex policies in a straightforward, easy-to-understand manner.

Responsibilities

• First point of contact regarding service issues, troubleshooting, and entering complex service requests into systems for resolution.
• Educate clients and advisors on newly implemented services, systems, or procedures for efficient self-service.
• Process complex service transactions or resolve account service casework initiated by web-based or paper forms.
• Interact directly with customers via inbound/outbound calls to provide accurate and immediate solutions.
• Utilize internal systems and enter all information accurately.
• Participate in team meetings to discuss process updates, operational issues and identify process improvements.

Skills

Customer service

Communication

Policy explanation

Education

Graduate/ Post-Graduate in finance/ commerce/ business management/ operations

Job description

Key Responsibilities: First point of contact regarding service issues, troubleshooting, and enter complex service requests into appropriate systems for resolution - Educate clients and advisors on newly implement services, systems, or procedures for efficient self-service - Process complex service transactions, or resolve account service casework, which have been initiated by web-based or paper forms utilizing computer applications in a timely manner in order to meet/exceed Service goals - Interact directly with customers, inbound/outbound phone queue, to provide accurate and immediate solutions to transaction and service request. Utilize internal computer applications and enter all information in the appropriate system - Participate in Team meetings, huddles, and brainstorming sessions to discuss process updates, operational issues and identify process improvement opportunities

Required Qualifications

• - Graduate/ Post- Graduate in finance / commerce/ business management/ operations discipline
• - Minimum 1-3 years of relevant work experience - Strong written and spoken communication skills
• - Ability to explain complex policies or concepts in time bound manner
• - Excellent customer service skills
• - Ability to explain complex policies or concepts in a straightforward, easy-to-understand manner

Selection Process:

1. HR Screening
2. 2 Business Round
3. Offer Discussion