Representative, Operations

cnx; Visakhapatnam; On-site; INR 180,000 - 260,000; Full time

Job summary

cnx seeks a Representative, Operations in Visakhapatnam to interface with customers via calls, emails, and chats. Fresher or with experience, you will aim to meet KPIs, understand needs, and provide resolutions while maintaining courtesy and professionalism.

You will handle product knowledge, documentation, and collaborations to improve satisfaction, while also offering related services and participating in continuous improvement activities.

Qualifications

• Graduate or undergraduate in any discipline.
• Courteous with strong customer service orientation.
• Strong computer navigation skills and PC knowledge.
• Ability to communicate effectively, both written and verbally.
• Dependable with strong attention to detail.
• Skilled in multi-tasking in fast-paced environments.
• Team player who can also work independently.
• Demonstrate patience in customer contact scenarios and maintain a professional tone.
• Ability to rotate shifts as needed.

Responsibilities

• Interface with customers via inbound and/or outbound calls, Emails/Chats, or internet depending on client requirements.
• Ensure service delivered meets contractual KPIs.
• Clarify customer requirements; probe for understanding and provide resolution.
• Greet customers courteously and professionally.
• Maintain basic knowledge of client products/services.
• Prepare complete and accurate work and document accounts.
• Participate in activities to improve customer satisfaction and business performance.
• Offer additional products and/or services.
• Track, document and retrieve information in call tracking database.
• Respond to inquiries by referring to published materials or senior staff.

Skills

Customer service

Communication skills

Computer skills

Attention to detail

Multi-tasking

Team player

Shift flexibility

Problem solving

Education

Graduate / Undergraduate in any discipline

Job description

Representative, Operations

Job Description

Technical Support position interfaces with customers via inbound and / or outbound calls, Emails / Chats or through the Internet depending upon client requirements.

Experience – Fresher or any experience

• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)
• Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer
• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
• Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
• Maintain basic knowledge of client products and/or services
• Prepare complete and accurate work including appropriately notating accounts as required
• Participate in activities designed to improve customer satisfaction and business performance
• Offer additional products and/or services
• Track, document and retrieve information in call tracking database
• Respond to customer inquiries by referring them to published materials, secondary sources or more senior staff

In case you are selected for a Content Moderator role, please note that:

1. The nature of the job will include accessing explicit content that includes text, picture, video etc.

2. It will involve content curation, moderation & review of content uploaded on the platform. The reported content will need to be reviewed to find out any kind of abuse including & not limited to Violence, Extremism, Pornography, & Ultra Graphic along with a wide variety of content supporting or opposing religious, sexual, social thought process or behaviours.

3. It includes reviewing content that may be sensitive in nature and need to focus whether reviewed content is in violation of our client’s terms of service

Candidate Profile

• Graduate / Undergraduate in any discipline (may vary basis the job requirement)
• Courteous with strong customer service orientation
• Strong computer navigation skills and PC Knowledge
• Ability to effectively communicate, both written and verbally
• Dependable with strong attention to detail
• Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly
• Tolerance for repetitive work in a fast-paced, high production work environment
• Ability to work as a team member, as well as independently
• Demonstrate patience in all customer contact simulations, including maintaining a pleasant and professional tone and manner
• Ability to rotate shifts, as needed
• Based on location and/or program, additional experience/skills may be required
• Confirm customer understanding of the solution and provide additional customer education as needed
• Demonstrate strong probing and problem-solving skills