International Customer Service - Bengaluru, India - Lumen Technologies
Description
About LUMEN
Lumen is guided by our belief that humanity is at its best when technology advances the way we live and work. With 450,000 route fiber miles serving customers in more than 60 countries, we deliver the fastest, most secure global platform for applications and data to help businesses, government and communities deliver amazing experiences. Learn more about Lumen's network, edge cloud, security and communication and collaboration solutions and our purpose to further human progress through technology at , : /lumentechnologies, Twitter: @lumentechco, Facebook: /lumentechnologies, Instagram: @lumentechnologies and YouTube: /lumentechnologies.
Top Skill Qualification Requirements
1. Have 1-5 years of Call Center/Customer Service experience(Chat, Voice & Email.).
2.Flexible to work in US Shifts.
3. Have strong English proficiency with solid written and verbal communication skills.
4. Ability to conduct the initial triage of incoming requests to resolve customer order questions, and inquiries.
5. Be comfortable communicating with customers over the phone, email, and/or online chat. Have the ability to remain calm and helpful even when dealing with difficult situations. Demonstrate ability to listen competently, collect relevant customer order/inquiry information, build rapport, and respond to customers in a compassionate & professional manner.
Other Desired Skill Qualification Requirements
• Ability to manage transactional intent queues to support order service, scheduling and status inquiries, billing and payment inquiries, customer and account inquiries, and phone and/or network outage inquiries.
• Ability to work towards key performance indicators, high quality management, and contact routing and other general reporting services.
• Monitor Email cases and Chat inquiries and respond to each.
• Take inbound and make outbound calls to resolve and/or route customers across service delivery workgroups.
• Identify, define, and summarize causes of order delays/inquiries and determine the appropriate solution owner.
• Work with a sense of urgency, and within policy compliance, to resolve order constraints that delay customer order delivery.
• Provide end-to-end resolution management ensuring the customer's issue is fully resolved for all requests.
• Support closed loop feedback to product, sales, service delivery, technology, and operations teams on customer engagement.
• Route customer cases and inquiries to higher tiers of support if the said cases and inquiries are beyond Tier 1 scope.