Customer Support Associate

A Leading Training & Job Placement Firm; Navi Mumbai; On-site; INR 180,000 - 250,000; Full time

Benefits offered by this job

Bonuses and Incentives above salary

Job summary

A Leading Training & Job Placement Firm in Navi Mumbai is seeking a Customer Support Associate to handle queries via call, chat or email, document interactions, and coordinate with other teams for timely resolution.

Candidates should have 30–40 WPM typing, a graduate degree, and strong communication and interpersonal skills. Freshers or those with BPO experience are welcome; incentives may exceed the base salary.

Qualifications

• Any Graduate / Post Graduate
• Typing speed of 30 to 40 wpm
• Freshers or with relevant experience in domestic/international BPO are preferred
• Strong interpersonal, problem-solving skills and verbal and written communication skills
• Strong computer knowledge and technical skill

Responsibilities

• Comprehend and resolve the Customers concerns/ requirements by gathering/recording an appropriate level of information to determine the nature of the query/request and action required.
• Processing each call / mail /chat in accordance with IL standards.
• Provide/take relevant information and update the system/s accordingly; if unresolved at first contact, provide a clear written/ verbal summary and priority.
• Ensure complete participation and contribution in organizational initiatives to improve efficiency.
• Handle irate customers with professionalism.
• Operate telephone equipment and other communications technologies effectively.
• Aim to achieve stretched targets and adhere to organizational standards.
• Maintain superior quality service by following standards.

Skills

Typing speed 30-40 wpm

Graduate degree

Freshers welcome

Communication skills

Interpersonal skills

Education

Any Graduate / Post Graduate

Tools

Basic IT skills

Job description

About the job Customer Support Associate

General Description of the Job

The job involves

1. Identifying, Handling and resolving customer queries and concerns while maintaining expected quality as percompany on call, chat or email

2. Documenting / Recording transactions and the necessary follow-up requests with other functions by completingforms and record logs

3. Understanding multiple products and processes4. Influencing customers to buy or retain product or service by following a prepared script to give productreference information.

Role & Responsibilities

1. Comprehend and resolve the Customers concerns/ requirements by gathering/recording an appropriate level ofinformation to determine the nature of the query/request and action required. Processing each call / mail /chatin accordance with IL standards.

2. Provide/take relevant information and update the system/s accordingly. Where the query cannot be successfully
concluded at the first point of contact, provide the relevant functional area with a clear and concise written/verbalsummary of the situation and its priority. Provide the Customer with a clear explanation of the action taken.

3. Ensure complete participation and contribution in organization/process level initiatives that may beimplemented from time to time to improve efficiency

4. Ability to understand and handle irate customers

5. Smoothly operating telephone equipment, automatic dialing systems, and other telecommunications technologies
and all applications

6. Ability to achieve stretched targets and able to manage the organization standards

7. Maintain Superior quality service by following organization standards

1.80 LPA to 2.50 LPA Bonuses and Incentives are above salary

Education Requirements/ Skills

1. Any Graduate / Post Graduate

2. Typing speed of 30 to 40 wpm

3. Candidates who are freshers or with relevant experience in domestic/international BPO are preferred.

4. Strong interpersonal, problem-solving skills and verbal and written communication skills

5. Strong computer knowledge and technical skill