Inbound Sales Representative Associate

About the Role

This role is dedicated to enhancing employee and customer service through structured and optimized processes within the Next Generation Customer Operations framework. You will be an individual contributor as part of a team with a predetermined, focused scope of work.

Key Responsibilities

• Managing/resolving customer queries.
• Handling escalations and complaints of dissatisfied customers, providing resolutions.
• Closing faults and complaints within SLAs.
• Recording, diagnosing, troubleshooting, resolving, or assigning incidents and service requests based on the defined scope of support.
• Managing unplanned interruptions to restore normal service operations as quickly as possible for non-voice interactions like email, web, and chat.
• Solving routine problems, largely through precedent and referral to general guidelines.
• Interactions will be within your own team and direct supervisor.
• You will be provided detailed to moderate level of instruction on daily work tasks and detailed instruction on new assignments.
• Decisions made will impact your own work.

Requirements & Tech Stack

• Next Generation Customer Operations - Service Desk Non-Voice Support
• This role requires managing a blended support process with 60-70% of interactions handled via calls and the remaining volume divided between emails and chats.
• Services will be delivered primarily catering to the US region.
• Requires night shift availability as per IST.

Qualifications

• Any Graduation
• Strong communication and service skills.
• Strong problem-solving and critical/logical thinking abilities are essential.
• Previous experience in customer or employee support is a plus.