RESOLUTION SPECIALIST, CONTACT CENTER

About the Role

As a Resolution Specialist, Contact Center, you will handle a high volume of incoming calls and chats from associates and candidates. You will navigate multiple systems to answer questions and resolve issues.

Key Responsibilities

• Take a high volume of incoming calls and chats.
• Navigate multiple systems to aid in answering questions and resolving issues.
• Communicate professionally in a conversational manner.
• Utilize all available resources to ensure customer satisfaction.
• Review, analyze, and process critical customer queries with accuracy.
• Understand customer needs through strong active listening skills.
• Utilize various software systems and tools to accurately document and track customer interactions.
• Collaborate with internal associates to escalate and resolve complex customer issues.
• Meet or exceed established KPIs, such as average handling time, first call resolution, and customer satisfaction scores.
• Maintain a positive and professional demeanor.
• Switch between support channels (phone and chat) based on business requirements.
• Work in a fast-paced, dynamic environment.
• Handle customer concerns and find suitable resolutions.

Requirements & Tech Stack

• International Voice Process (US Shift)
• 10 months – 4 Years of relevant customer service experience
• Excellent written and verbal communication skills.
• Ability to interact professionally with customers.
• Ability to manage multiple tasks simultaneously.
• Customer focused mindset with a high level of urgency.
• Strong active listening skills.
• Ability to multitask and navigate through multiple software systems simultaneously.
• Demonstrated ability to work with a strong attention to detail.
• Exceptional problem-solving and decision-making skills.
• Typing speed of a minimum of 25 WPM.
• Proficient with Microsoft Office programs (Outlook, Word, Excel).
• Proficient in using soft phones (good to have).
• Ability to work in a 24/7 work environment with rotational weekly time off.
• Flexible to work during public holidays as per business needs.
• Ability to work in permanent night shifts or any assigned shifts on a rotational basis.
• Any graduation.
• 6 months’ experience in retail, contact center operations, or a related area.
• 1 year's experience with basic computer processing/data entry software.

Qualifications

• Punctual, reliable, problem solver, act with integrity, and dedicated to making a difference.