International Voice Process

CSA - Voice Job Description / Profile 

Job Title: Customer Service Associate (CSA) Voice

Location :Bengaluru

Workspace: WFO

Department: Operations

Channel: Voice

Language: English (additional languages may be required)

Hours of Operation: 24/7

Overview of Position

The role of the Customer Service Associate (CSA) - Voice, will be responsible for:

• Having daily interactions with the customer to handle issues from end to end via call
  

• Going the extra mile to engage customers in solving issues and ensuring satisfaction
  

• Quickly and effectively building rapport with customers while diagnosing and resolving ssues
  

• Providing white glove service and having the ability to provide an overall excellent customer experience
  

• Managing customer expectations regarding estimated response times
  

Remote Requirements

• Maintain a secure, high speed internet connection
  

• Ability to plug in ethernet cable into a modem
  

• Have a dedicated workspace in their homes or remote locations to provide services to the Company
  

• Ability to come into the campus to pick up equipment
  

Essential Functions

• An obligation to deliver exceptional  customer service
  

• Receive inbound calls to gather and verify required information and do utmost within their power to solve customer problems
  

• Have excellent judgment skills to be able to properly evaluate situations and immediately by providing effective solutions
  

• Ability to learn new skills and quickly absorb and interpret new information, products, and
  

• features from the perspective of the customer
  

• Actively listen to the customer, and  show empathy and patience 
  

• Provide information to the client and place appropriate notes in system indicating exactly what action was taken or needs to be taken
  

• Ensure policies and procedures are followed on all calls
  

• Maintain thorough knowledge of systems so that information can be researched and proper information is given to customer
  

• Learn and retain a thorough working knowledge of all existing and new process and procedures
  

• Achieve assigned Key Performance Indicators – e.g. Call Handle Time, Quality, CSAT & DSAT
  

• Attend Team Meetings/additional training sessions as scheduled
  

• Performs other duties as assigned
  

Critical Skills

• Above average verbal and written communication skills - ability to speak accurately, using proper grammar, and good enunciation
  

• Ability to show high emotional intelligence by remaining calm under pressure while solving the customer’s concerns
  

• Ability to listen attentively and to use information provided by clients to tailor responses and actions to meet the client’s specific needs
  

• Ability to learn new skills and quickly absorb and interpret new information, products, and features from the perspective of the customer
  

• Ability to work in a fast-paced, hectic, changing environment
  

• Ability to organize and follow-up multiple tasks/details with accuracy and timeliness
  

• Ability to operate a phone system and personal computer
  

• Ability to adhere to all organizational policies and procedures
  

• Ability to work a variety of shifts including days, afternoons, evenings, weekends and holidays
  

• Ability to perform basic mathematical functions
  

• Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds
  

Educational/Work Experience and Requirements

• Must successfully pass a background check
  

• High school diploma or equivalent required
  

• Post secondary degree is a plus
  

• Must have at least six months customer service experience or equivalent

• It is a Full Time Customer Support / TeleCaller job for candidates with 6 months - 6+ years Experience.