Detailed duties and responsibilities:

• Answer or make calls to clients, identify and address their needs, complaints, issues with product/services.
• Respond efficiently and accurately to customers, explaining possible solutions and ensuring that clients feel supported and valued.
• Engage in active listening with clients, confirming or clarifying information and diffusing angry clients as needed.
• Utilize software databases, scripts and tools appropriately.
• Understand and strive to meet or exceed agreed metrics while providing excellent and consistent customer service.
• Understand company products, service and policies.
• Take part in training and other learning opportunities to expand knowledge of the company and position.
• Adhere to all company procedure and policies

Behavioural & Soft Skills Requirements:

• Exceptional customer service, active listening, verbal and written communication skills.
• Building lasting relationships with clients and team members based on trust and reliability.
• Ability to ask prying questions and diffuse tense situations.
• Strong time management and decision-making skills
• Customer handling and complaint management experience.
• Highly self-motivated to achieve high standards in both quantity and quality
• Ability to work in a high-pressure team environment, reacting positively to change and adapting to new processes quickly.
• Ownership and accountability of customer issues and self-driven.
• Adapting to change in the scenario and implementing learning.
• High energy level and personal resilience.

REQUIREMENTS AND SKILLS:

• Previous experience in customer support role from telecom domain or as a service desk agent (Voice) is recommended.
• Freshers can apply too
• Should be open to work in 24/7 shifts from office for all 5 days.
• 2 weekly rotational offs.
• One way cab facility.