(IND) Resolution Specialist, Contact Center

About the Role

As a Resolution Specialist, Contact Center, you will handle a high volume of incoming calls and chats from associates and candidates, navigating multiple systems to answer questions and resolve issues.

Key Responsibilities

• Take a high volume of incoming calls and chats from associates and candidates.
• Navigate multiple systems to answer questions and resolve issues.
• Communicate professionally in a conversational manner.
• Utilize all available resources to ensure customer satisfaction.
• Be punctual, reliable, a problem solver, act with integrity, and be dedicated to making a difference.
• Switch between support channels (phone and chat) based on business requirements.
• Review, analyze, and process critical customer queries with accuracy.
• Utilize various software systems and tools to accurately document and track customer interactions.
• Collaborate with internal associates to escalate and resolve complex customer issues.
• Meet or exceed established KPIs, such as average handling time, first call resolution, and customer satisfaction scores.
• Maintain a positive and professional demeanor.
• Work in a fast-paced, dynamic environment with a strong attention to detail.
• Handle customer concerns and find suitable resolutions.

Requirements & Tech Stack

• 10 months – 4 Years of relevant customer service experience.
• Excellent written and verbal communication skills.
• Ability to articulate information effectively to customers.
• Ability to interact professionally with customers.
• Ability to manage multiple tasks simultaneously.
• Customer focused mindset with a high level of urgency.
• Active listening skills.
• Ability to multitask and navigate through multiple software systems simultaneously.
• Minimum of 25 WPM typing speed.
• Proficient with Microsoft Office programs (Outlook, Word, Excel).
• Proficient in using soft phones (good to have).
• Must be able to work in a 24/7 work environment with rotational weekly time off.
• Flexible to work during public holidays as per business needs.
• Flexible to work in permanent night shifts or any assigned shifts on a rotational basis.
• Open to work in permanent night shift supporting US region.
• 6 months experience in retail, contact center operations, or a related area.
• 1 year experience with basic computer processing/data entry software.

Qualifications

• Any graduation.