Customer Service Representative

Everise; Mohali; Remote; INR 250,000 - 350,000; Full time

Job summary

Everise in Mohali, India, is seeking a Customer Service Representative to be the first point of contact for customers, handling inbound calls and providing accurate information on products and services. You will gather customer details, resolve issues on first contact when possible, and escalate when needed, while meeting performance metrics and maintaining high service quality.

The role requires clear communication, reliability, and the ability to work with multiple systems; weekend/evening

Qualifications

• 1+ year of experience in customer service.
• High school diploma or equivalent preferred.
• Strong communication and listening skills.
• Bilingual Spanish/English is a plus.
• Ability to type 30 WPM and use multiple systems.

Responsibilities

• Handle a high volume of inbound calls professionally.
• Thoroughly gather customer information and assess needs.
• Educate customers on products and services as applicable.
• Utilize multiple systems to navigate accounts and records.
• Maintain attendance and adhere to schedule.
• Resolve issues via first-call resolution guidelines or escalation.

Skills

Customer service

Communication

Typing 30 WPM

Multilingual (Spanish/English)

Education

High school diploma or equivalent

Tools

Microsoft Office

CRM systems

Job description

Company OverviewJoin us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!Position Purpose:The Customer Service Representative (CSR) will provide outstanding service acting as the primary point of contact for customers regarding products and services related to client programs. Associates will provide callers with thorough service that builds relationships, resolves issues, and increases overall trust and satisfaction in client’s products and services.Job Requirements:• Professionally handle a high volume of incoming calls• Thoroughly and efficiently gather customer information, assess and fulfill customer needs and educate customers where applicable regarding products and services listed above• Ability to utilize and navigate multiple systems simultaneously• Be dependable and meet all attendance requirements• Resolve customer issues via one call resolution guidelines and/or escalated process• Meet or exceed company and client performance metrics• Maintain a balance between company policy and client benefit in decision making• Continuously evaluate and identify opportunities to drive process improvements that positively impact our client and its customers• Responsible for call disposition or compiling and generating reports as required• Ability to accept and embrace changes within the current business environmentQualifications:• 1+ years of experience in customer service required ideally, in the health care industry, degree or appropriate education may be substituted for experience• Stable work history• Professional appearance• Strong detail orientation and excellent communication/listening skills• Ability to pass all skill assessments including demonstrated experience with Microsoft applications• Bilingual (Spanish/English) skills a plus• Demonstrated passion for excellence with respect to treating and caring for customers especially senior citizens• Strong decision making and analytical abilities• Ability to identify customer needs and clearly articulate products and services• Schedule flexibility to include weekends, evenings, possible holidays and occasional overtime• Highly developed sense of integrity and commitment to customer satisfaction• Meet all attendance and dependability requirements• Ability to type a minimum of 30 WPM• Be a team playerIf you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.