We are seeking transparent, empathetic, and customer-focused individuals to join our international voice support team. As an Associate Customer Support Representative, you will handle inbound customer inquiries, resolve product and service requests, and utilize up-to-date cloud tools to provide world-class service.
Key Responsibilities
- Handle inbound customer inquiries over the voice channel with a polite, professional, and positive demeanor.
- Investigate issues, gather relevant details, and provide timely, accurate solutions to meet customer needs.
- Navigate cloud-based customer management tools to document contact details and log exact action steps.
- Send clear, concise, and helpful follow-up emails post-call where required, while maintaining handle-time guidelines.
- Escalate complex or unresolved issues through appropriate channels in accordance with internal policies.
- Consistently meet or exceed team productivity, quality standards, and response time metrics.
- Identify recurring trends or common issues and share proactive suggestions with team leadership.
Candidate Requirements & Qualifications
- Education: Open to Undergraduates and Graduates in any stream.
- Experience: Freshers up to 12 months of experience.
- Note: Full weightage considered for previous BPO/Contact Center experience; 50% weightage given to non-BPO experience.
- Communication: Excellent verbal and written English communication skills (CEFR C1 level proficiency).
- Computer Skills: Basic computer knowledge, familiarity with MS Office (Word, Excel, Power Point), and modern operating systems.
- Typing Speed: Minimum 20 WPM with at least 80% accuracy.
Core Competencies
- Customer Focus: Strong drive to take ownership of customer requests and deliver high satisfaction.
- Problem Solving: Ability to gather facts, systematically evaluate issues, and determine effective resolutions.
- Interpersonal Skills: Adaptable communication style capable of de-escalating difficult situations and building quick rapport with diverse callers.
Selection Process
1. Initial Screening
2. Typing Assessment (Min. 20 WPM / 80% Accuracy)
3. Language & Assessment Evaluation (SHL - CEFR C1)