Customer Contact Comms Associate-Voice

About the Role

• You will be aligned with our Customer Support vertical.
• You will help in managing/resolving customer queries.
• You will handle escalations and complaints of dissatisfied customers, providing the best resolutions.
• You will be responsible for closing faults and complaints within SLAs.
• This role may require you to work in rotational shifts.
• You will be an individual contributor as part of a team with a predetermined, focused scope of work.

Key Responsibilities

• Solve routine problems, largely through precedent and referral to general guidelines.
• Your 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.
• The decisions that you make would impact your own work.

Requirements & Tech Stack

• Omnichannel - Customer Service
• Excel used for reporting/data extracting from various systems, required for audit purposes. (preferred)

Qualifications

• Any Graduation
• Excellent English level (written/spoken). (Mandatory)
• Prior Contact Centre experience (not merely providing a link/FAQ answer, but also investigate trends, identify gaps, solid knowledge of client's internal policies). (Mandatory)