Customer Service Associate - Shillong, India - Marketing Wire

Description

At Marketing Wire, we are looking for a Customer Service Associate as a frontline representative of a company or organization to interact directly with customers to address their inquiries, concerns, and needs.

A Customer Service Associate is skilled in effective communication, problem-solving, and maintaining a friendly and professional demeanor, as you play a crucial role in building and maintaining customer relationships and loyalty.

• Answer incoming calls on the toll free helpline and respond to user inquiries related to the online portal, various schemes, services, and form submissions.
• Assist users in navigating the portal, understanding submission processes, and troubleshooting common issues they might encounter.
• Provide accurate and clear information to the users about the status of their submissions, approvals and any necessary actions they need to take.
• Maintain a high level of professionalism, patience and empathy while interacting with the users, ensuring they feel valued and understood.
• Document and log user interactions, including the details of inquiries, resolutions and any follow up actions required.
• Collaborate with internal teams to escalate complex issues and ensure timely resolution for users.
• Stay up to date with the organization's schemes, services and portal features to provide accurate and upto date information to users.
• Assist in developing and updating Frequently Asked Questions (FAQ) and knowledge base materials to facilitate user self service.

• Must have 1 year experience in related field, preferably call center or helpdesk experience
• Must know how to speak, read and write either Khasi, or Jaintia or Garo fluently

• Flexible schedule

• Day shift

• Shillong, Meghalaya: Reliably commute or planning to relocate before starting work (required)

• Bachelor's (preferred)