A CSA in this role responds to customer queries and provide resolution, support and assistance to the customers pertaining 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 enquiries.
1. Take a high volume of inbound Customer calls with a friendly and positive voice, gives precise and correct information about the query to the customer and works towards meeting the daily targets.
2. Update and processes information accurately into the system(s)
3. Resolve Customer problems in a timely manner
4. Take Ownership & Deliver on Customer commitments
5. Liaise with other departments within the process in the event a customer call/query cannot be resolved at first point of contact,
6. Clear Communication - during all conversations with Customers, uses simple English or other regional languages, that delivers information and solutions in an easy manner
7. Professional Focus - demonstrates a high level of personal and professional integrity when dealing with Customers. Treats all customers with empathy and respect and consideration.
8. Ability to solve problems – look for solutions aligned to Customer’s perspective and deliver on all commitments
9. Teamwork – consistently work together, trust in each other, engage in constructive conversations for the good of the group
Knowledge and Skills
1. Ability to read English passages clearly and comprehend and explain the meaning in English or Other Regional languages
2. Computer literate e.g. Word, Internet Explorer
3. Professional & Courteous in mannerisms
4. Good comprehension skills
5. Ability to liaise with customers at all levels
6. Typing Skills: Process Specific Cut-off’s
1. Age: 18 +years of age
2a. Education / Qualifications: Graduate / Fresher / Undergraduate
2b. With 6 months of any experience where necessary
4. Travel boundary limits: Candidate should be residing within the local transport limits
Primary Location: India-Maharashtra-Mumbai
Work Locations: Mumbai - 4D
Organization: Collections - Offshore Operations-India