Inbound Sales Representative Associate-Voice

About the Role

• Inbound Sales Representative Associate within the Next Generation Customer Operations process.
• Aligned with the Customer Support vertical.
• Dedicated to enhancing employee and customer service through structured and optimized processes.
• Individual contributor as part of a team with a predetermined, focused scope of work.
• Expected interactions are within your own team and direct supervisor.
• Decisions made would impact your own work.

Key Responsibilities

• Managing/ resolving customer queries.
• Handling escalations and complaints of dissatisfied customers, giving best resolutions.
• Closing faults and complaints within Service Level Agreements (SLAs).
• Handling queries from employees, customers, and vendors of client organizations.
• Ensuring seamless, personalized interactions.
• Managing a blended support process with 60-70% of interactions handled via calls, and the remaining volume divided between emails and chats.
• Delivering services primarily catering to the US region.
• Solving routine problems, largely through precedent and referral to general guidelines.
• Receiving detailed to moderate level of instruction on daily work tasks and detailed instruction on new assignments.

Requirements & Tech Stack

• Voice support.
• Next Generation Customer Operations - Customer Service Technology.
• Skills related to Platform and software contact centers.

Qualifications

• Any Graduation.
• Agility for quick learning.
• Strong analytical skills.
• Ability to manage multiple stakeholders.
• Detail orientation.
• Ability to perform under pressure.
• Strong communication and service skills.
• Strong problem-solving and critical/logical thinking abilities.
• Previous experience in customer or employee support is a plus.
• Night shift availability as per IST is required.