Teammate - Navi Mumbai

TaskUs; Mumbai; On-site; INR 420,000 - 540,000; Full time

Benefits offered by this job

Competitive salary

Great benefits package

Professional growth opportunities

Inclusive workplace

Job summary

TaskUs in Mumbai, Maharashtra, India, is seeking a Customer Care Specialist to deliver world-class support to clients via phone, email, and live chat, while meeting client KPIs and quality standards.

Candidates must be fluent in English and proficient with Windows, macOS, MS Office, Google apps, Zendesk, and Slack. A high school diploma is required, and the environment is fast-paced, collaborative, and customer-focused.

Qualifications

• High school diploma or equivalent required.
• Fluent in English with excellent written and spoken communication.
• Proficient with Windows, macOS, Microsoft Office and Google applications.
• Experience with customer support software like Zendesk and Slack.

Responsibilities

• Deliver exceptional customer service by promptly addressing inquiries and resolving issues across phone, email, and live chat.
• Research and provide accurate responses using internal documentation and resources.
• Route calls and document interactions per SOPs and guidelines.
• Identify trends and escalate unresolved issues to internal teams.
• Collaborate with colleagues across departments to ensure a positive customer experience.

Job description

It started with one Ridiculously Good idea-create a different breed of BPO! At TaskUs, we understand that achieving growth for our partners requires a culture of constant motion, exploring new technologies, being ready to handle any challenge at a moment's notice, and mastering consistency in an ever-changing world.

What does a Customer Care Specialist really do?

Imagine yourself going to work with one thing in your mind: to provide the best customer experience to your clients.

Think of yourself as someone who will provide world-class service to our customers in an accurate, efficient, and respectful manner on every call as measured by different performance metrics.

Roles and responsibilities:

• Deliver exceptional customer service by promptly addressing customer inquiries, resolving issues efficiently, and ensuring overall customer satisfaction;
• Research and provide accurate and timely responses to inquiries coming through phone, email, and live chat support channels;
• Navigate internal and external documentation and resources to provide world-class service;
• Identify and elevate priority or unresolved issues to appropriate internal teams;
• Route calls to the appropriate resources when necessary and document all customer interaction information according to standard operating procedures;
• Identify, troubleshoot, and communicate emerging trends and patterns in accomplished issues;
• Strive for high-standard customer satisfaction and experience and ensure that all calls are handled professionally based on the quality guidelines set by the client;
• Adhere to established protocols, KPIs, guidelines, and company policies to ensure consistent and standardized delivery of customer service;
• Foster a collaborative work environment by engaging with team members, supervisors, and other departments to resolve customer issues, share knowledge, and contribute to a positive team atmosphere;
• Participate in all mandated internal and external training and/or seminars; and
• Get to know, understand, and comply with TaskUs' policies and procedures.

Technical skills and qualifications:

• Computer literate and proficient in the use of Windows OS, Apple OS, Microsoft Office, and Google applications
• Familiar with customer support software, including Zendesk, Slack, and internal troubleshooting tools to resolve issues
• Fluent in the English language, as well as reading and writing in English
• Must be at least a high school graduate

Soft skills:

• Problem-solving and critical-thinking skills
• Great communication skills, written and oral
• Must be adaptable and flexible, demonstrating abilities to work with process and information changes
• Empathic toward customers and can maintain a customer-centric approach
• Team player: acts as a key participant within the internal team and broader company by taking part in department initiatives, providing feedback/updates, promoting collaborative solutions, and supporting colleagues/departments
• Open to feedback, eager to learn, and can show improvement

Personality traits required:

• Resilient, calm, and professional when dealing with challenging situations
• Adaptable to a dynamically changing business
• Trustworthy and reliable with a high level of integrity
• Resourceful, high attention to detail, and the ability to multitask

What's in it for you?

• Competitive salary
• Great benefits package
• Professional growth opportunities with the chance to learn from many different functions
• A fun and inclusive workplace