Inbound Sales Representative Associate-Voice

Designation: Inbound Sales Representative Associate

About the Role

• You will be aligned with the Customer Support vertical.
• You will be responsible for managing/resolving customer queries, handling escalations, and complaints of dissatisfied customers, providing the best resolutions.
• You will be responsible for closing faults and complaints within SLAs.
• This role is dedicated to enhancing employee and customer service through structured and optimized processes.
• You will be responsible for handling queries from employees, customers, and vendors of our client organizations while ensuring seamless, personalized interactions.
• The role requires strong communication and service skills.
• You will manage a blended support process with 60-70% of interactions handled via calls and the remaining volume divided between emails and chats.
• Deliver services primarily catering to the US region, requiring night shift availability as per IST.
• You are required to 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.
• 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 best resolutions for customer issues.
• Closing faults and complaints within SLAs.
• Handling queries from employees, customers, and vendors.
• Ensuring seamless, personalized interactions.

Requirements & Tech Stack

• Next Generation Customer Operations - Customer Service Technology.
• Experience with Platform and software contact centers used to provide customer support.
• Interactions handled via calls (60-70%), emails, and chats.

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 are essential.
• Previous experience in customer or employee support is a plus.