Note: candidate should be adaptable for Night shifts.

DUTIES & RESPONSIBILITIES
Uses his/her excellent technical product knowledge and experience and best customer service skills to efficiently and effectively troubleshoot the customers issue towards absolute resolution.
Engages the customer in a spontaneous and conversational manner in a way that makes the customer experience valuable and enriching
Investigates and clarifies consumer comments, questions, and concerns using active listening and probing skills
Knows how to effectively multitask and prioritize workload. Can effectively go thru the systems and process while carrying on a conversation with the customer
Recommend available service options when necessary.
Use tact and judgment in communicating with, in particularly, angry and/or frustrated consumers
Accurately document customer cases and pertinent details in internal CRM
Reports feedback that affects the course of Operations in a day to day basis
Upholds and promotes clients core values
Meets productivity standards

COMPETENCY REQUIREMENTS With Basic Competency Level in ff.:
Common consumer electronics, technical products, networking and WIFI
Windows and Mac operating systems
Computer hardware





With Expert Competency Level in ff.:
Customer service orientation
Communication skills (oral and written)
Computer navigation
Sense of urgency
Passion for excellence
Working in teams / Interpersonal skills
Work organization
Product knowledge
Analytical and Problem solving skills

Reports to:

Team Leader and/ or

Shift Manager

Education and/or Experience:

Completed at least Senior High School.

At least 6 months of experience in technical support or customer service role or equivalent, familiarity with CRM and case management are preferred.

Physical demands

Requires graveyard work

Schedule and shift flexibility. May require non-consecutive rest days for the work week,

overtime, weekend, or holiday work depending on business needs

Work demands

Must complete and pass Product Specific Training and transparent certification. Must meet or exceed quality target. Failure to achieve and sustain quality performance at or above the quality target may result in termination

Able to establish, implement and continuously improve the quality information security policies assigned to him/her.

📌 Trainee Process Consultant Bengaluru
🏢 Hinduja Global Solutions (HGS)
📍 Bengaluru