A customer support agent in this role responds to customer queries over the phone, email and chat and provide support and resolution to existing/new queries on services provided by the client.
The agent will play an integral role in improving the customer experience by providing fast, friendly, and effective service with accurate and personal solutions to customer inquiries ... Minimum eligibility
• Education: Graduation or above
• Experience: 1-3 years in customer service (in voice, email and chat channels)
• Shifts: 8:00-5:00 PM; Monday-Friday; training 8:00 – 5pm 3 weeks mon – fri.
• Pay rate: $16.00/hour
Roles and responsibilities
• Manage large amounts of incoming phone calls, email exchanges and chats from test takers
• Initiate outbound phone calls and emails to respond to customers’ need
• Address customer complaints, research customer issues, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Escalate customer service issues, if required
• Update and process information accurately into the case management system(s) and spreadsheets
• Clear Communication - during all conversations with customers over the phone, email, or chat, use English that delivers information and solutions in an easy manner
• Follow communication procedures, guidelines, and policies
• Professional Focus - demonstrates a high level of personal and professional integrity when dealing with Customers. Treats all customers with empathy, respect, and consideration
• Teamwork – consistently work together, trust in each other, engage in constructive conversations for the good of the group
• Perform non-phone, email or chat tasks whenever required in support of customer service such as reconciling duplicate records, work related to escalation desk, working on customer complaints and unresolved issues
Qualifications
• Proficient in written and verbal English communication
• Strong phone contact handling skills, email writing skills and chat handling skills and active listening
• Good problem-solving skills
• Professional, empathetic & courteous in speaking and writing
• Ability to analyse data and diagnose the issue
• Ability to multi-task, work through multiple system for diagnosis, prioritize, and manage time effectively
• Ability to liaise with customers at all levels
• Ability to handle and resolve escalated customer calls, emails, and chats
• MS Office Skills: Word, Excel, Outlook, Teams, PowerPoint, SharePoint
