Our Call Center Agents are dynamic individuals that work in a quick-paced environment. Effective listening/clear communication are key to receive and process client service requests and updates, along with inputting all information into service software templates.
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As a part of this team, you will provide first level support to clients and Field Service Technicians seeking assistance with service tickets, part ordering, and usage.
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Essential Duties and Responsibilities include the following-
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- Accept and process emails/service requests/updates from clients or technicians via phone and/or email.
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- Accurately document call information in database.
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- Update customer with service status and call completion information.
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- Solicit client/customer feedback to improve customer service.
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- Troubleshoot a variety of service tickets to determine best resolution for issues and client requests.
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- Escalate unresolved issues and trouble calls to appropriate department, on an as needed basis.
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- Assist Field Service Technicians with service tickets or other various workload issues.
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- Transfer/update service call information to and from clients and technicians by phone, email, and/or text messaging (paging).
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- Communicate essential information to co-workers and other departments.
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- Coordinate with Field Service to provide timely updates to clients on open service calls.
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- Call Management/Navigation to ensure ETA and SLA adherence by contract requirements to Clients.
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- Stay current with emails, procedural updates, and call handling documentation.
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Education:
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- Excellent communication skills
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- High school diploma or equivalent
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- Proficient in Microsoft applications: Windows, Word, Outlook, Excel
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Regards,
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HR Team
📌 Opening for Fresher - Call Centre Agent/CSR (Pune)
🏢 Advait Techserve
📍 Pune
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