Walk-in | Direct Walk In - International Voice Process - Inbound - Product Based

Lennox India Technology Centre (LITC); Chennai; On-site; INR 300,000 - 420,000; Full time

Benefits offered by this job

Cab + Shift Allowance

Job summary

Lennox India Technology Centre (LITC) in Chennai seeks a skilled customer support professional for US consumer interactions. Strong English fluency, clear verbal and written communication, and cultural sensitivity are essential.

The role emphasizes active listening, patient handling of inquiries, and delivering positive customer experiences. Candidates should demonstrate problem-solving abilities and effective use of CRM tools to manage cases.

Qualifications

• Fluent English communication required for US consumer support.
• Excellent verbal and written communication.
• Active listening and cultural sensitivity in interactions.
• Strong customer focus with professionalism in all situations.

Skills

Fluent English

Verbal & Written Communication

Active Listening

Cultural Sensitivity

Customer Focus

Patience & Professionalism

Problem Solving

De-escalation

Conflict Resolution

Call Handling

Tools

CRM tools

Job description

Job description

Role & responsibilities

Communication Skills:

• Fluent English Proficiency: As the role supports U.S. consumers, fluency in English is essential. This includes clear verbal communication, proper pronunciation, and professional tone.
• Excellent Verbal and Written Communication: Ability to communicate clearly and effectively both over the phone and in writing. This is crucial for maintaining a positive customer experience and resolving issues.
• Active Listening: Good listening skills are important to understand the customer's concerns and guide them appropriately through non-technical solutions.
• Cultural Sensitivity: Understanding of U.S. communication styles, expectations, and cultural differences to ensure smooth and effective interactions.

Customer Service Skills:

• Strong Customer Focus: Ability to empathize with customers, address their concerns, and deliver excellent customer experience, even if the issue cannot be fully resolved in the first interaction.
• Patience and Professionalism: Ability to remain calm and professional in all situations, especially when dealing with frustrated or upset consumers.
• Clear Problem Solving: Ability to provide basic support (e.g., assisting with product inquiries, warranty coverage, registration of products, locate documents) or direct the customer to the appropriate online resources.
• De-escalation Skills: Ability to manage challenging situations and de-escalate conflicts, ensuring that the consumer feels heard, and their concerns are addressed.
• Problem-Solving Abilities: A strong ability to analyze issues and provide clear and accurate solutions. Even though its a first-tier role, the ability to handle basic concerns and elevate when necessary is crucial.
• Call Handling Skills: Efficient in managing call flow, multitasking (e.g., using CRM tools while talking to customers), and maintaining professionalism in every interaction.
• Conflict Resolution: Ability to de-escalate situations with upset or frustrated consumers and provide satisfactory resolutions.

Preferred candidate profile

• Previous Customer Service Experience: 5 plus years of experience in any customer-facing role, particularly in a contact center environment, is highly valued.
• Experience in a B2C (Business to Consumer) Setting: Familiarity with handling consumer inquiries, even if theyre not technical in nature, would be an asset.

AR Callers & Tech Support Professional are not Qualified for this role

Shift Timing - 6PM / 7.30PM and 8.30PM IST (Cab + Shift Allowance)