Contact Ctr Tech Associate

Institute of Electrical and Electronics Engineers (IEEE); Bengaluru; On-site; INR 300,000 - 600,000; Full time

Job summary

IEEE Bengaluru is seeking a capable Customer Support professional to service members, customers and volunteers with knowledge of IEEE Products and Services. The role emphasizes prompt, accurate responses across email, chat, phones and face-to-face interactions, while maintaining service metrics.

The incumbent will join a team reporting to a Contact Center Supervisor, participate in ongoing training and contribute to process improvements in a fast-paced environment.

Qualifications

• 2-4 years of customer service experience in a high-volume call center or support environment.
• Experience providing technical assistance and resolution to diverse client inquiries.
• Strong written and verbal communication with professional demeanor.

Responsibilities

• Provide knowledgeable support to members, customers and volunteers on IEEE Products and Services.
• Respond to inquiries via email, chat, phone and in-person channels.
• Follow up on open inquiries and ensure timely resolution.
• Process payments for members, customers and volunteers.
• Suggest process improvements to enhance service quality and efficiency.
• Participate in Contact Center outreach programs and team initiatives.
• Handle routine transactional requests and assist with system testing and SOP adherence.

Skills

Customer service

Technical support

MS Office

Communication skills

Team player

Time management

Education

Bachelor's degree or equivalent

Tools

MS Office

Job description

Job Summary

The primary role of the position is to service our members, customers and volunteers by providing knowledgeable support in IEEE Products & Services. The incumbent in this role provides prompt and professional high quality service and solutions to clients. They/Them operates within the established metrics and maintains these metrics to provide swift and accurate service at all times. They/Them will assume ownership and accountability for resolution of all inquiries, attend ongoing training to develop job skills, products/services knowledge, and Contact Center skills. They/Them recommends process improvements for optimal service and efficiencies; participate on teams in support of the department objectives and other responsibilities as designated by the department supervisor. This position is under general supervision and will report to a Contact Center Supervisor.

Key Responsibilities

• Provide knowledgeable support to members, customers and volunteers on IEEE Products and Services.


• Respond to member and volunteer inquiries using all channels such as (email, chat, phones, white mail, face to face)


• Follow up on open inquiries in a timely manner and respond back to the member accordingly


• Process payments for Members, customers and volunteers


• Participate in all Contact Center outreach programs, recommend necessary solutions, identify and submit for approval process improvements for optimal service, participate on teams in support of the department objectives and escalated issues to the management staff, as required.


• Process transactional requests; Payment research, MOA, Bal. Due, Credit Card Declines, refunds.


• Participate in system and release testing


• Follow Contact Center SOP (Standard Operating Procedures).


• Maintain and exceed department goals and objectives


• Complete 50 hours of training and attend communication meetings monthly through remote access.

Education

• Bachelors degree or equivalent experience or equivalent work experience Pref

Work Experience

• 2-4 years customer service experience in a high volume call center providing technical support and assistance to all client levels. Req

Skills and Requirements

• Formal training/education in technical (Help Desk type) support is preferred.


• Excellent oral and written communication skills


• Strong organization skills


• Team oriented; ability to partner and share information, and foster relationships


• Must have excellent communications skills with the ability to interact in a professional manner with all levels of staff, suppliers, and volunteers.


• Must have working knowledge of MS Office Applications (Word, Excel, Power Point, Access)

Other Requirements

As defined in IEEE Policies, individuals currently serving on an IEEE board or committee are not eligible to apply.

PLEASE NOTE: This position is not budgeted for employer-sponsored immigration support, this includes all persons in F (both CPT and OPT), J, H, L, or O status.