Customer Service Representative - Bangalore (Work from Office)

Transworld Systems Inc.; Bengaluru; On-site; INR 200,000 - 550,000; Full time

Benefits offered by this job

Transport facility

Paid training

Team-oriented environment

Growth opportunities

Comprehensive benefits (medical, PTO,

Transportation provided

5 days work week

Job summary

Transworld Systems Inc. in Bengaluru is seeking a Voice Customer Service Representative for a full-time, on-site role with a U.S. schedule night shift.

The position offers a comprehensive benefits package and transport facility. The ideal candidate will have excellent English, strong analytical skills, and the ability to manage calls and chats regarding electric utility services. Training is provided, and the role requires working five days a week with a focus on delivering high-quality customer

Qualifications

• Bachelor's Degree preferred or Undergraduate
• Ability to read, write and speak Excellent English.
• Good analytical skills, cognitive skills.
• Good computer typing while talking on the phone.

Responsibilities

• Provide exceptional customer experience to electric utility customers via phone or chat.
• Address inquiries, concerns, and requests related to electric billing, payments, outages, and account management.
• Assist customers in understanding their electric bills, rates, and consumption patterns.
• Identify customer issues promptly, escalating out-of-scope cases to supervisors or other teams as needed.
• Educate customers on available credit options, energy conservation, efficiency programs, and any changes, updates and announcements to promote best practices.
• Promote and offer available products and services to eligible customer accounts while complying with established processes for sales, ensuring explicit permission from customers.
• Maintain accurate records of customer interactions by documenting them in the client’s CRM system.
• Adhere to established policies, procedures, and quality standards, ensuring confidentiality and security of customer information.
• Strive to achieve key performance indicators (KPIs), such as NSAT/NPS scores, Offer Rate and Sales, Average Handle Time, Call Quality, and attendance and adherence to schedule.
• Make at least 95 calls a day
• Obtain a quality score of 98% or above

Skills

Excellent English

Analytical skills

Cognitive skills

Typing speed

Education

Bachelors Degree or Under Graduates

Job description

*Please Note:

• Englishlanguage proficiency isrequiredfor this role.
• This is afull-time,work from officerole.
• This requires a U.S. schedule - IndiaNight shift

MEGA JOB FAIR WALK IN AT BANGALORE OFFICE

Walk In Interviews:

Monday to Friday

4:00 PM to 8:00PM IST

Address:

Block 12B, Pritech Park,3rd Floor,
SEZ Survey No 51-64/4,
Bellandur,Village. Bldg 9A Rd,
Bengaluru –Karnataka 560103

Contact:

Nirmala 911 301 5045

Work Location: This is a Work from Office position and location is Bangalore at

3rd Floor, Block 12B, Pritech Park SEZ, Survey No.51-64/4, Bellandur, Village, Bldg 9A Rd, Adarsh Palm Retreat, Bellandur, Bengaluru, Karnataka 560103

Compensation: INR : ₹2,00,000.00 -₹5,50,000.00 per year

Shift: Night / Days Off: Saturday and Sunday

Build Your Future! Come join our thriving team as a Voice Customer Service Representative! We are seeking ambitious, self-motivated and driven people just like you for a rewarding career in the customer service arena.

Why should you consider TSI?

• Transport Facility
• Paid training
• Team-oriented work environment
• Growth opportunity
• Comprehensive benefits package available: including medical, paid time off and paid holidays!
• Transportation provided
• Working 5 days/week

In This Role, You Will:

All of our agents manage outbound/ inbound calls from customers regarding any of the following:

Short Job Description

Provides outstanding customer services & Upselling for utility customers through exceptional call handling.

Key Duties & Responsibilities

• Provide exceptional customer experience to electric utility customers via phone or chat channels.
• Address inquiries, concerns, and requests related to electric utility services, billing, payments, outages, and account management.
• Assist customers in understanding their electric bills, rates, and consumption patterns.
• Identify customer issues promptly, escalating out-of-scope cases to supervisors or other teams as needed.
• Educate customers on available credit options, energy conservation, efficiency programs, and any changes, updates, and announcements to promote best practices.
• Promote and offer available products and services to eligible customer accounts while complying with established processes for sales, ensuring explicit permission from customers.
• Maintain accurate records of customer interactions by documenting them in the client’s CRM system.
• Adhere to established policies, procedures, and quality standards, ensuring confidentiality and security of customer information.
• Strive to achieve key performance indicators (KPIs), such as NSAT/NPS scores, Offer Rate and Sales, Average Handle Time, Call Quality, and attendance and adherence to schedule.

Key Result Areas :

• Make atleast 95 calls a day
• Obtain a quality score of 98% or above

Ideal Candidate Qualifications:

• Bachelors Degree preferred or Under Graduates
• Ability to read, write and speak Excellent English.
• Good analytical skills, cognitive skills.
• Good computer typing at the same time talking over the phone.

This job description is not an exclusive or exhaustive list of all job functions that a team member in this position may be asked to perform. Duties and responsibilities can be changed, expanded, reduced, or delegated by management to meet the business needs of the company.