Associate - Customer Care - Voice 5A

Overview

Handle customer care interactions by voice, email, chat or social media as an Associate in Customer Care (Voice), resolving queries and complaints for global enterprise clients.

What you'll do

• Handle incoming customer queries via phone, email, chat, or social media.
• Provide accurate and timely information to customers regarding products, services, or policies.
• Resolve customer complaints efficiently and escalate issues when necessary.
• Follow standard operating procedures (SOPs) and company guidelines to ensure consistent service delivery.
• Maintain documentation and update customer records accurately in the CRM or relevant databases.
• Analyze customer problems and provide appropriate solutions or alternatives.
• Coordinate with other departments like technical support, billing, or logistics for issue resolution.
• Ensure high-quality customer interactions by adhering to quality standards.
• Participate in training sessions and continuously improve knowledge of products and processes.
• Accurately enter and maintain customer data.
• Prepare reports on customer feedback, issues, and service efficiency.
• Identify opportunities to upsell or cross-sell products or services.
• Foster positive relationships with customers to enhance customer loyalty.
• Gather customer feedback and relay it to relevant teams for product or process improvement.
• Suggest improvements in customer service processes based on customer interactions.

What you'll need

• Bachelor's degree in Business Administration, Communication, Hospitality Management, Information Technology, or Marketing.
• Customer Experience Certification (COPC) from COPC Inc., or Professional Customer Service certification from SMG/KRC Poland Human Resources (certifications listed in the posting).
• Required skills: Account Maintenance, Banking Capital Markets, Customer Care, Customer Experience (CX), Customer Service, Fraud Detection, Fraud Disputes, Online Customer Support, Online Transaction Processing (OLTP), Sales Support, Speech Analytics, Technical Support, Third Level Support, Virtual Administrative Support, Voice-User Interface.
• English language proficiency, Proficient - C2 (required).

Details

• Location: Noida, India.
• Work mode: Office.
• Shift: Night shift.
• Job type: Regular.