Business Advisory New Associate-Voice

About the Role

This role is within the Customer Support vertical, focusing on the Next Generation Customer Operations process. You will contribute to the success of a new Engagement Centre, enhancing employee and customer service through structured and optimized processes.

Key Responsibilities

• Manage and resolve customer queries.
• Handle escalations and complaints from dissatisfied customers, providing resolutions.
• Close faults and complaints within SLAs.
• Assist consumers/customers with complaint handling.
• Process orders and returns.
• Respond to inbound calls regarding website registration inquiries and general questions or concerns about products.
• Interact with the trade and marketing team.
• Handle queries from employees, customers, and vendors of client organizations.
• Ensure seamless, personalized interactions.
• Manage a blended support process (60-70% calls, remainder emails and chats).
• Deliver services primarily catering to the US region.
• Handle support/service escalations to/from clients.
• Transfer calls to the Tier 2 department.
• Track and report system issues.
• Stay current with system information, changes, and updates.
• Comply with service level agreements.
• Support and help with process documentation.
• Comply with the assigned schedule to cover hours of operation.
• Comply with account KPIs.
• Support any other new process as required by the client.
• Solve routine problems largely through precedent and referral to general guidelines.

Requirements & Tech Stack

• Next Generation Customer Operations - Customer Service Technology
• Multimedia / Multichannel support experience is considered.

Qualifications

• Any Graduation.
• Strong communication and service skills.
• Strong problem-solving and critical/logical thinking abilities.
• Previous experience in customer or employee support is a plus.
• Inbound and Outbound customer service experience.
• Experience working under pressure.

Additional Notes

• Interactions are primarily within your own team and direct supervisor.
• You will be given detailed instructions on all tasks.
• Decisions made impact your own work and are closely supervised.
• This role is an individual contributor as part of a team with a predetermined, narrow scope of work.
• Requires night shift availability as per IST due to catering to the US region.