International Non-Voice (Vizag)

Shell Infotech; Visakhapatnam; On-site; INR 180,000 - 280,000; Full time

Benefits offered by this job

Two-Side Cab

Work From Office

5 Days Working

Job summary

Shell Infotech in Vizag is seeking a Non-Voice Customer Support Advisor to assist US customers with queries, service requests and account-related concerns. The ideal candidate will have excellent English communication, strong problem-solving abilities, and comfort working in a fast-paced international environment with night shifts and WFO in Vizag.

Freshers may apply; education 10+2 is required. Responsibilities include handling chats, non-voice and voice as needed, maintaining CRM records,

Qualifications

• Graduation in any discipline; freshers may be considered.

Responsibilities

• Handle queries via chat and non-voice or voice as required.
• Assist customers with rider and driver account-related concerns.
• Resolve issues related to local transportation services.
• Handle account access, verification and security-related queries.
• Provide accurate information regarding services, bookings and account-related requests.
• Investigate customer concerns and provide appropriate resolutions within defined guidelines.
• Maintain a high level of customer satisfaction during interactions.
• Document customer interactions accurately in CRM/internal systems.
• Follow SOPs and quality guidelines; escalate complex issues as needed.
• Protect customer information and maintain confidentiality.
• Meet targets for CSAT, AHT, productivity, quality and resolution.
• Maintain professional communication and demonstrate empathy.
• Adapt to process updates and new tools.

Skills

Excellent English communication

Typing speed

Multitasking

Problem solving

CRM experience

MS Office

Education

10+2

Tools

CRM

MS Office

Job description

We are looking for customer-focused and detail-oriented Non Voice Process as Customer Support Advisors to join the our client at Vizag Location. The role involves assisting US customers queries, service requests, transactions and general support.

The ideal candidate should have excellent communication skills, strong problem-solving ability and the confidence to handle customer interactions in a fast-paced international environment.

Key Responsibilities

Handle customer queries through chat and/or non-voice channels and Voice depending on business requirements.

Assist customers with rider and driver account-related concerns.

Resolve customer issues related to local transportation services.

Handle account access, verification and security-related queries.

Provide accurate information regarding services, bookings and account-related requests.

Investigate customer concerns and provide appropriate resolutions within defined guidelines.

Maintain a high level of customer satisfaction during every interaction.

Document customer interactions accurately in CRM/internal systems.

Follow standard operating procedures, quality guidelines and process policies.

Escalate complex or unresolved issues to the appropriate support team.

Protect customer information and maintain confidentiality.

Meet defined performance metrics such as CSAT, AHT, productivity, quality and resolution targets.

Maintain professional communication and demonstrate empathy while handling customers.

Adapt to process updates, new tools and changing business requirements.

Candidate Requirements

Graduate in any discipline preferred.

Freshers may be considered depending on the hiring requirement.

Experience in BPO, Customer Service, International Voice, Chat or Non-Voice is an advantage.

Excellent English communication skills.

Good typing and written communication skills for non-voice/chat roles.

Strong problem-solving and multitasking abilities.

Comfortable working in rotational and night shifts.

Basic knowledge of computers, MS Office and CRM applications.

Willingness to work from office as per business requirements.

Eligibility

Education: 10+2

Experience: Freshers - 4 Years

CTC: LPA 1.8 2.8 LPA

(Based on previous CTC and applicable hike, up to 30%. Max 2.8)

Work Details

• Work Location: Work From Office
• Working Days: 5 Days Working
• Week Off: 2 Rotational Week Offs
• Cab Facility: Two-Side Cab

Documents Required

Candidates should have the following documents available:

Education Documents

• Aadhaar Card
• PAN Card
• Educational Certificates / Marks Memos

Previous Employment Documents

• Offer Letter
• Previous Organization Pay Slips
• Relieving / Experience Letter

Interview Process

1. 1. HR Round
2. 2. AMCAT
3. 3. Versant
4. 4. Operations Round

Contact person: HR Harini @ 8143570741