Customer Service Representative - Chat

Everise(India) BPO Services Private Limited; Mohali; On-site; INR 300,000 - 420,000; Full time

Job summary

Everise in Mohali is seeking a Customer Service Representative to be the primary contact for customers, delivering outstanding service and resolving issues related to client programs. You will build trust and satisfaction through professional communication and a customer-first approach.

The role requires handling high call volumes, accurate data gathering, and the ability to navigate multiple systems. Fluency in English plus basic Spanish (a plus) and a passion for helping seniors are valued,

Qualifications

• 1+ years of customer service experience, healthcare background preferred.
• Strong attention to detail and excellent communication/listening skills.
• Ability to pass skill assessments and use Microsoft applications.
• Bilingual Spanish/English is a plus.
• Flexible schedule including weekends, evenings, holidays, and possible overtime.
• Demonstrated integrity and commitment to customer satisfaction.

Responsibilities

• Professionally handle a high volume of incoming calls.
• Gather customer information, assess needs and educate about products/services.
• Navigate multiple systems to fulfill requests and resolve issues.
• Meet or exceed performance metrics and adhere to policies.
• Identify opportunities to improve processes and customer experiences.
• Generate reports and manage call disposition as required.

Skills

Communication skills

Bilingual Spanish/English

Typing 30 WPM

Customer service experience

Job description

Company Overview

Join 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 environment

Qualifications

• 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 player

If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.

Everise delivers happiness to millions of customers around the world. We excel at solving customer problems on behalf of some of the world’s biggest brands. Our specialty sectors are healthcare, travel, technology, and financial services. Companies rely on Everise, a leading customer experience firm, to drive their business forward by transforming customer care into something extraordinary and consistently delivering positive interactions across the globe in 32 languages.

At our core, we are a diverse and inclusive group of champions who learn from each other. We welcome people of different backgrounds, experiences, abilities and perspectives. We are an equal-opportunity employer and a pleasant and supportive place to work.

Join us and become a champion of customer happiness! Learn more at www.weareeverise.com.