Inbound Sales Representative Associate-Voice

About the Role

• Inbound Sales Representative Associate within the Next Generation Customer Operations process.
• Role dedicated to enhancing employee and customer service through structured and optimized processes.
• Position aligned with the Customer Support vertical.
• Primarily catering to the US region, requiring night shift availability as per IST.
• Individual contributor as 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, remaining volume divided between emails and chats.
• Solving routine problems, largely through precedent and referral to general guidelines.

Requirements & Tech Stack

• Voice support (calls, 60-70% of interactions).
• Other channels: Emails and Chats.
• Previous experience in customer or employee support is a plus.

Qualifications

• Any Graduation.
• Agility for quick learning.
• Strong analytical skills.
• Ability to manage multiple stakeholders.
• Detail orientation.
• Ability to perform under pressure.
• Strong problem-solving and critical/logical thinking abilities.
• Strong communication and service skills.