Customer Service Representative - Gurugram, India - Aim Placements

Description

Provide phone and on-line support for Global customers.

Resolve known customer issues through the use of a knowledgebase, direct use of

product and operating systems, product user guides, and other reference materials

Be responsible to deliver a high quality, customer-driven, support service resolving customer

enquiries at the first point of call wherever possible.

Assist customer in resolving any open requests for support, assistance, information on

upgrading etc.

Demonstrate ownership and willingness to resolve issues in a timely manner.

Demonstrates confidence and willingness to resolve customer requests or queries.

Maintain and improve Customer Satisfaction by delivering against those initiatives that

have been identified as crucially important during each and every customer support

engagement, whether voice or non-voice.

Deliver First Call Resolution by handling customer requests and resolving customer issues as

often as possible during the first contact.

Ability to assess customer sentiment at all stages during the communication, to take the

lead in escalating an issue on behalf of the customer and to arrange for a supervisor to

mediate in the interaction if deemed necessary by you or if requested by the customer.

Manages all customer communication with the appropriate level of etiquette,

timeliness and professionalism, whilst working towards achieving agreed operational

targets.

Can interact effectively with the personnel, tools & resources in the Customer/technical

Services team to help resolve customer issues (escalation points, knowledgebase tools,

internal applications etc.)

Completes all training and development activities in timely manner

Understanding of escalation handling procedures.

MAIN JOB REQUIREMENTS

(education and experience necessary to fulfil job)

Service hours 24*7 , Rotational Shifts

Qualification Graduates in any stream

Experience Graduate Fresher or Graduates with 6 to 12 months of international BPO

technical/Customer support experience.

Education/Experience

Minimum High School (or equivalent) degree.

Skills required

Communication Listen attentively and resolve customers issue effectively. Should be

sensitive about customers information

Customer Focus Build credibility with the customer by using empathy and should patiently

resolve even irate customers issues. Should be courteous , energetic and engaging while

dealing with customers

Learning Orientation To keep himself/herself updated about the latest happenings around

and asks questions which impacts customers delight

Thanks & Regards,

Mohit Kumar Tekchandani

M

Jaipur, Rajasthan, India