Customer Service Specialist

Tech Mahindra; Pune District; On-site; INR 260,000 - 380,000; Full time

Job summary

Tech Mahindra in Pune is hiring energetic professionals for International Voice Process. You will be the primary contact for international customers via inbound calls, resolving inquiries with accurate product or service information.

You will work in 24x7 shifts including nights, maintaining customer satisfaction and upholding SOPs. This role requires clear English communication and strong problem-solving skills for demanding customers.

Qualifications

• Excellent English communication with clear or neutral accent.
• Willingness to work in 24x7 rotation shifts and night shifts.
• Basic computer knowledge and typing skills.
• Empathetic attitude to handle demanding customers.

Responsibilities

• Handle inbound calls from international customers.
• Resolve inquiries and provide product or service information.
• Document call details and resolutions in CRM.
• Meet performance metrics like AHT and CSAT.
• Follow SOPs, scripts, and privacy guidelines during calls.

Skills

Communication

Flexibility

Computer literacy

Problem-solving

Job description

We are hiring energetic and motivated professionals for our International Voice Process. In this role, you will act as the primary point of contact for international customers via inbound calls. You will resolve inquiries, provide product or service information, and ensure high customer satisfaction.

Key Responsibilities

• Handle Customer Calls: Manage inbound calls from US customers in a professional and polite manner.
• Resolve Issues: Listen actively to customer concerns, troubleshoot problems, and deliver effective solutions.
• Maintain Records: Document call details, customer interactions, and resolutions accurately in the company database or CRM.
• Meet Targets: Achieve individual and team performance metrics, including Average Handling Time (AHT) and Customer Satisfaction Score (CSAT).
• Adhere to Compliance: Follow standard operating procedures (SOPs), scripts, and privacy guidelines during calls.

Requirements & Skills

• Communication: Excellent verbal and listening skills in English with a neutral or clear accent.
• Flexibility: Willingness to work in 24x7 rotational shifts and night shifts.
• Computer Literacy: Basic knowledge of computers, navigation, and typing skills.
• Problem-Solving: Strong customer-first attitude with the ability to handle irate or demanding customers with empathy