Summary
A CSA in this role responds to customer queries and provide resolution, support and assistance to the customers who send e-mails/Chats 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.
Key Responsibility
1. Revert on emails written by Customer on a variety of different issues
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 others within the process in the event a customer query cannot be resolved at first point of contact
6. Clear Communication - during all conversations with Customers , uses simple English that delivers information and solutions in a 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
Qualifications
Knowledge and Skills
1. Good written English
2. Computer literate e.g. Outlook, Word, Internet Explorer
3. Professional & Courteous in mannerisms
4. Good comprehension skills
5. Ability to liaise with customers at all levels
6. Ability to handle and resolve complex customer calls
7. Typing Skills: Process Specific Cut-off’s
Minimum Eligibility
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 - Paradigm
Job: Associate
Organization: ACM International - Offshore Operations-India
