Opening for Fresher - Call Centre Agent/CSR

Advait Techserve India Pvt. Ltd.; Pune District; On-site; INR 300,000 - 420,000; Full time

Job summary

Advait Techserve India Pvt. Ltd. in Pune expects a motivated Call Center Agent to provide first-level support to clients and technicians. You will handle service tickets, part ordering, and usage inquiries with a focus on accurate data entry and timely updates.

The role requires excellent listening and communication skills, a strong command of MS Office, and the ability to work in a fast-paced environment supporting field operations.

Qualifications

• High school diploma or equivalent.
• Proficient in Microsoft applications: Windows, Word, Outlook, Excel.

Responsibilities

• Accept and process client/service requests via phone and/or email.
• Document call information accurately in the database.
• Update customers on service status and call closure.
• Troubleshoot service tickets to determine resolution.
• Escalate issues to appropriate departments as needed.
• Coordinate with Field Service Technicians for tickets and workload.

Skills

Communication

Active listening

Data entry

Microsoft Office

Education

High school diploma

Tools

CRM software

MS Office

Job description

Shift Timings : Rotational Shifts and Week Offs

Process - US Banking and ATM Operations

Summary:

Our Call Center Agents are dynamic individuals that work in a fast-paced environment. Effective listening/clear communication are key to receive and process client service requests and updates, along with inputting all information into service software templates.

As a part of this team, you will provide first level support to clients and Field Service Technicians seeking assistance with service tickets, part ordering, and usage.

Essential Duties and Responsibilities include the following-

• Accept and process emails/service requests/updates from clients or technicians via phone and/or email.
• Accurately document call information in database.
• Update customer with service status and call completion information.
• Solicit client/customer feedback to improve customer service.
• Troubleshoot a variety of service tickets to determine best resolution for issues and client requests.
• Escalate unresolved issues and trouble calls to appropriate department, on an as needed basis.
• Assist Field Service Technicians with service tickets or other various workload issues.
• Transfer/update service call information to and from clients and technicians by phone, email, and/or text messaging (paging).
• Communicate essential information to co-workers and other departments.
• Coordinate with Field Service to provide timely updates to clients on open service calls.
• Call Management/Navigation to ensure ETA and SLA adherence by contract requirements to Clients.
• Stay current with emails, procedural updates, and call handling documentation.

Education:

• High school diploma or equivalent
• Proficient in Microsoft applications: Windows, Word, Outlook, Excel