We are looking for a Customer Experience Associate who will be responsible for delivering a positive and consistent customer experience through effective communication, query resolution and timely support.
The role involves interacting with customers through voice and/or digital channels, understanding their concerns, providing accurate information and ensuring queries are resolved within defined service levels.
Key Responsibilities
- Handle customer interactions through voice, chat, email or other assigned channels.
- Understand customer requirements, queries and concerns and provide appropriate resolutions.
- Maintain a professional, courteous and customer-focused approach during every interaction.
- Provide accurate information regarding products, services, processes and policies.
- Ensure timely resolution of customer queries while meeting defined SLA, quality and productivity targets.
- Escalate complex or unresolved issues to the appropriate team as per the defined process.
- Maintain accurate records of customer interactions and update relevant systems.
- Follow all process guidelines, scripts, compliance requirements and quality standards.
- Achieve assigned productivity, quality, CSAT and other operational KPIs.
Required Skills
- Excellent verbal and written communication skills.
- Strong customer-handling and interpersonal skills.
- Valuable listening and problem-solving abilities.
- Customer-centric attitude with a willingness to help.
- Basic computer knowledge and ability to work on multiple systems.
- Ability to work in a target-driven and fast-paced BPO environment.
- Good learning ability and adaptability.
- Ability to work effectively as part of a team.
Eligibility
- Graduate / Undergraduate as per process requirements.
- Freshers and candidates with relevant customer service/BPO experience may be considered.
- Candidates should be comfortable working from the Kolkata location.
- Willingness to work in rotational shifts, including weekends/holidays, depending on business requirements.
CTC-12K CTC to 16K CTC +Good Incentives+ Night Allowances