Customer Care Executive

About the Company: eClerx is a global leader in productized services, bringing together people, technology and domain expertise to amplify business results. Our mission is to set the benchmark for client service and success in our industry. Our vision is to be the innovation partner of choice for technology, data analytics and process management services. Since our inception in 2000, we've partnered with top companies across various industries, including financial services, telecommunications, retail, and high-tech. Our innovative solutions and domain expertise help businesses optimize operations, improve efficiency, and drive growth. With over 18,000 employees worldwide, eClerx is dedicated to delivering excellence through smart automation and data-driven insights. At eClerx, we believe in nurturing talent and providing hands-on experience.

About the Role: As an Agent you will be responsible for delivering outstanding customer service to customers in the United States. You will be the first point of contact for customers who call in with inquiries, and your primary goal will be to ensure that their needs are addressed, their questions are answered, and their interest in purchasing products and services is captured.

• Answering incoming calls from customers in a professional and courteous manner.

• Listening actively to customers and asking probing questions to fully understand their needs and concerns.

• Providing accurate and timely information to customers about products and services.

• Handling customer objections and concerns with empathy and professionalism, and working to address them to close the sale.

• Documenting all customer interactions and details of inquiries, issues.

• Maintaining a high level of knowledge about the company's products and services, as well as industry trends and best practices.

• Handle inbound and outbound customer interactions (calls, chat, email)

• Provide prompt and accurate resolutions to customer queries/issues

• Deliver excellent customer service with a professional and empathetic approach

• Follow defined processes, scripts, and compliance requirements

• Maintain accurate records of interactions in CRM systems

• Escalate complex or unresolved issues to senior teams when required

• Meet performance metrics such as AHT, CSAT, FCR, and Quality scores

• Stay updated with product/process knowledge and client requirements

• Ensure adherence to schedules and productivity target"

• It is a Full Time Customer Support / TeleCaller job for candidates with 0 - 6 years of experience.