Customer Representative

Job title: Customer Representative

About the Role A customer representative is the role in which we have to respond to customer queries over the chats, phone calls and emails and provide support and resolution to existing/new queries on services provided by the client. The agent will play an integral role in improving the customer experience by providing fast, friendly, and effective service with accurate and personal solutions to customer inquiries coming from across the world, not just India.

What You'll Do

• Manage large amounts of customer chats, incoming/outgoing phone calls and email exchanges from the customers across the globe
• Address customer complaints, research customer issues, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• The Agent will have to present and sell company services to current and potential customers
• Resolve customer issues on timely manner
• Update and process information accurately into the system(s)
• Escalate customer service issues, if required
• Update and process information accurately into the case management system(s) and spreadsheets
• Provide support to other teams tasked with resolving complex issues
• Clear Communication - during all conversations with customers over the phone or email, use English that delivers information and solutions in an easy manner as customers will be calling from the across the world
• Follow communication procedures, guidelines, and policies
• Professional Focus - demonstrates a high level of personal and professional integrity when dealing with Customers. Treats all customers with empathy and respect and consideration
• Teamwork – consistently work together, trust in each other, engage in constructive conversations for the good of the team

What We're Looking For

• Education: Graduation or Undergraduate; Fresher and experienced candidates both eligible. BE/BTech fresher and Masters fresher are not eligible; BTech and Masters require minimum 1 year of experience.
• Experience: Fresher and experienced candidates are eligible.
• Language & Communication: Clear and professional English communication; ability to handle customers from across the world.
• Availability: Willing to work in an international process/shift as required.