Inbound Sales Representative Associate-Voice

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 a 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.
• 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.
• Solving routine problems, largely through precedent and referral to general guidelines.

Requirements & Tech Stack

• Skill required: Next Generation Customer Operations - Customer Service Technology.
• The role requires strong communication and service skills.
• Strong problem-solving and critical/logical thinking abilities are essential.
• Agility for quick learning.
• Strong analytical skills.
• Ability to manage multiple stakeholders.
• Detail orientation.
• Ability to perform under pressure.

Qualifications

• Any Graduation.
• Years of Experience: 1 to 3 years.
• Previous experience in customer or employee support is a plus.

Work Environment Notes

• Expected interactions are 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 would impact your own work.
• Deliver services primarily catering to the US region.
• Requires night shift availability as per IST.