Customer Service New Associate

About the Role

• Designation: Management Level - New Associate
• Job Location: Mumbai
• This role is aligned to our Service Desk team, responsible for providing 1st level customer service support to clients.
• The team acts as a Single Point of Contact (SPOC) to meet the communication needs of both users and clients.
• In this role, you may be asked to switch between phone, chat, and email based on business requirements.

Key Responsibilities

• Assist customers end-to-end for queries around billing, package related, and technical support.
• Personalize conversations, manage productivity, display strong communication skills, and create sales opportunities.
• Display attention to detail, show ownership, and embrace feedback.
• Ability to multi-task in the usage of different applications and adhere to key compliance measures.
• Liaise with other support teams to resolve requests/issues in a timely manner.
• Ensure proper documentation, notification, escalation, tracking, and follow-up of all incidents.
• Ownership of the customer journey with quick and accurate resolution.
• Solve routine problems, largely through precedent and referral to general guidelines.
• Primary interaction within your own team and direct supervisor.
• Receive detailed instructions on all tasks.
• Decisions impact your own work and are closely supervised.
• You will be an individual contributor as part of a team with a predetermined, narrow scope of work.

Requirements & Tech Stack

• Query Management - Service Desk
• Strong customer service skills
• Strong verbal English language proficiency
• Ability to multi-task in usage of different applications and tools
• Analytical and Problem-Solving skills
• Team-work
• Attention to Detail
• Customer satisfaction metrics like CSAT and NPS
• Productivity Metrics like AHT and Break Adherence
• Quality and Compliance metrics
• Knowledge Check Scores
• Attendance
• Revenue metrics like Sales & Credit per chat
• First Time Resolution of customer query

Qualifications

• Any Graduation from Govt. recognized universities
• 10+2 Under-graduates with minimum 6 months prior experience preferred
• Adaptable and flexible
• Ability to perform under pressure
• Problem-solving skills
• Detail orientation
• Ability to establish strong client relationships
• Able to work on a flexible basis as determined by the business needs
• Team worker
• Positive Attitude
• Quick Learner
• Punctual and Disciplined
• Good Communication skills
• Customer Focussed
• Results driven
• High standards of Integrity
• Attention to detail
• This role may require you to work in rotational shifts.