CSA

About the Role

• Role Title: Customer Support Associate – International Emails/Chat
• Grade: H1/H2
• Job Category: Senior Associate / Associate
• Reporting to: Team Leader

Role Description

• Respond to customer queries via emails and chats.
• Provide resolution, support, and assistance to customers regarding existing or new queries on services.
• Improve customer experience by providing fast, friendly, and effective service with accurate and personal solutions.

Key Responsibilities

• Revert on customer emails and chats concerning various issues.
• Update and process information accurately into the system(s).
• Resolve customer problems in a timely manner.
• Take ownership and deliver on customer commitments.
• Liaise with others within the process if a customer query cannot be resolved at the first point of contact.
• Communicate clearly and use simple English to deliver information and solutions effectively.
• Demonstrate integrity, empathy, respect, and consideration when dealing with customers.
• Identify solutions aligned with the customer's perspective and fulfill all commitments.
• Engage in teamwork, trust, and constructive conversations for the team's benefit.

Key Results

• External Performance Measurements: Evaluate program activities through customer surveys.
• Internal Performance Measurements: Assess and monitor internal operations.

Qualifications & Skills

• Educational Qualification: Minimum SSC (10th) passed.
• Work Experience: Fresher/Experienced with a minimum of 1 year of experience in a BPO/related industry.
• Technical Skills:
• Computer literate (e.g., Outlook, Word, Internet Explorer).
• Typing skills: Process specific cut offs.
• Good written English communication.
• Behavioral Skills:
• Professional and courteous demeanor.
• Ability to liaise with customers at all levels.
• Ability to handle and resolve complex customer interactions.

Corporate Values (REACCH)

• Risk-Taking: Dare to go beyond, challenge the status quo, be strategic, ambitious, and resilient.
• Execution Excellence: Strive to be the best, collaborate, co-create, and drive excellence.
• Agility: Move ahead of time quickly, stay nimble, adapt fast, and learn constantly with a ‘Digital First’ mindset.
• Customer First: Keep customers at the heart of every action.
• Credibility: Instil trust, confidence, and accountability; seek answers rooted in ‘what's right’.
• Humaneness: Be fair, respectful, transparent, and sensitive; care for your community and act responsibly towards the environment.