Inbound Sales Representative Associate

About the Role

This role is dedicated to enhancing employee and customer service through structured and optimized processes within the HR Contact Center team, part of Next Generation Customer Operations. You will be responsible for handling queries from employees, customers, and vendors of client organizations, ensuring seamless, personalized interactions. The role requires strong communication and service skills to manage a blended support process with 60-70% of interactions handled via calls and the remaining volume divided between emails and chats. This role may require you to work in rotational shifts and is expected to deliver services primarily catering to the US region, requiring night shift availability as per IST.

Key Responsibilities

• Manage and resolve customer queries.
• Handle escalations and complaints from dissatisfied customers, providing optimal resolutions.
• Close faults and complaints within SLAs.
• Record, diagnose, troubleshoot, resolve, or assign incidents and service requests based on the defined scope of support.
• Manage unplanned interruptions to restore normal service operations as quickly as possible for non-voice interactions like email, web, and chat.
• Solve routine problems, largely through precedent and referral to general guidelines.
• Interact primarily within your own team and with your direct supervisor.
• Receive detailed to moderate level of instruction on daily work tasks and detailed instruction on new assignments.
• Make decisions that impact your own work.
• Function as an individual contributor as part of a team with a predetermined, focused scope of work.

Requirements & Tech Stack

• Next Generation Customer Operations - Service Desk Non-Voice Support
• Communication and service skills
• Problem-solving abilities
• Critical/logical thinking abilities
• Messaging support (implied by job title)
• Email, Web, and Chat support (for non-voice interactions)
• Calls (for blended support)

Qualifications

• Any Graduation
• Previous experience in customer or employee support is a plus.