. Full-Time Customer Support Agent Voice Process
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Job Title: Full-Time Customer Support Agent Voice Process
Job Location: [Location]
Job Type: Full-Time
Introduction: We are seeking a dedicated and dynamic Full-Time Customer Support Agent for our Voice Process team. The ideal candidate will be a strong communicator with excellent problem-solving skills and a passion for delivering top-notch customer service. The Customer Support Agent will serve as the first point of contact for customers, providing timely and accurate assistance through voice-based communication channels. This position is pivotal in ensuring customer satisfaction and fostering positive relationships between the company and its clients.
Key Responsibilities:
- Customer Interaction:
- Handle inbound customer calls in a professional and friendly manner.
- Provide accurate information and resolve customer queries promptly, ensuring customer satisfaction.
- Address customer concerns, complaints, and requests with empathy and professionalism.
- Assist customers with a range of services or products, from technical support to account-related inquiries.
- Problem Solving and Resolution:
- Identify and assess customer issues to resolve them efficiently.
- Troubleshoot technical issues and provide step-by-step solutions to customers.
- If necessary, escalate complex issues to higher management or specialized departments.
- Ensure timely follow-up and resolution of any open customer concerns.
- Product and Service Knowledge:
- Maintain a thorough understanding of the companys products, services, and policies.
- Stay updated on new product launches, services, and system updates to ensure accurate information is provided to customers.
- Educate customers on available resources, services, and troubleshooting methods to enhance their experience.
- Documentation and Reporting:
- Document customer interactions, issues, and resolutions in the CRM system.
- Keep detailed records of customer queries and feedback for future reference.
- Prepare daily/weekly reports summarizing customer interactions and highlight any patterns or concerns.
- Team Collaboration:
- Work closely with team members and supervisors to ensure customer service goals are met.
- Participate in regular training sessions to enhance customer service skills and product knowledge.
- Provide feedback and suggestions to improve team performance and customer service processes.
- Customer Satisfaction and Quality Assurance:
- Aim for first-call resolution to ensure a positive experience for every customer.
- Achieve individual and team targets, including call resolution times and customer satisfaction metrics.
- Adhere to company policies and quality standards during every interaction.
Qualifications and Skills:
- Education: High school diploma or equivalent. A degree in any field is preferred.
- Experience: Prior experience in customer support or a voice process environment is an advantage but not mandatory.
- Communication Skills: Strong verbal and written communication skills with a clear and articulate voice. Ability to converse fluently in [relevant language(s)].
- Problem-Solving Skills: Excellent critical thinking and troubleshooting abilities.
- Customer-Centric: Demonstrated ability to empathize with customers and resolve issues in a timely and effective manner.
- Technical Proficiency: Basic understanding of computers, CRM software, and phone systems.
- Multitasking: Ability to manage multiple customer queries simultaneously while maintaining professionalism.
- Adaptability: Comfortable in a fast-paced, high-volume environment, with the flexibility to adjust to changing priorities.
Additional Requirements:
- Availability for shift-based work (depending on business needs).
- A quiet and professional work environment for remote roles, if applicable.
- Positive attitude, team player, and self-motivated.
Why Join Us?
- Competitive salary and benefits.
- Opportunity for career growth and advancement.
- A dynamic and supportive work environment.
- Comprehensive training and development programs.
Place of work
Gurugram
India
Employer profile
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Local radius
- Najafgarh
- Gurgaon
- Farrukhnagar
- Manesar
- Shahdara
Job ID: 9124308 / Ref: 832d32b4fc77554e3f8265ab8f9e873f