Inbound Sales Representative Associate-Voice

About the Role

This role is within the Customer Support vertical, focused on managing/resolving customer queries, handling escalations and complaints, and closing faults and complaints within SLAs. The position involves enhancing employee and customer service through structured and optimized processes, handling queries from employees, customers, and vendors.

Key Responsibilities

• Manage and resolve customer queries.
• Handle escalations and complaints from dissatisfied customers.
• Provide resolutions to customer issues.
• Close faults and complaints within service level agreements (SLAs).
• Handle queries from employees, customers, and vendors of client organizations.
• Ensure seamless, personalized interactions.
• 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.
• Solve routine problems, largely through precedent and referral to general guidelines.
• Interactions are expected within your own team and 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

• Skill required: Next Generation Customer Operations - Customer Service Technology
• Problem-solving skills
• Agility for quick learning
• Ability to work well in a team
• Prioritization of workload
• Hands-on experience with trouble-shooting
• Strong communication and service skills
• Strong problem-solving and critical/logical thinking abilities

Qualifications

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

Work Schedule

• Night shift availability as per IST is required.
• This role may require you to work in rotational shifts.