Customer support associate

We are hiring !!!

Role: Customer support associate (Malayalam/Kannada/Telugu/Tamil) 
Work From Office
Location : Electronic city, Bangalore.
Experience - Fresher - 1 year
Salary - 19k CTC
Process - Handling Inbound calls
Candidate must have good communication in English (Versant 4)
Shift - Rotational shift and Rotational Weekoff

Responsibilities : 
Handling Incoming Calls: Answer a high volume of incoming calls promptly and professionally, ensuring a courteous and welcoming tone.

Real-Time Issue Resolution: Listen actively to understand the customer’s concerns, identify the root cause of their issue, and provide immediate solutions or guidance.

Effective Communication: Communicate clearly and empathetically, ensuring that customers feel heard and understood. Avoid jargon and use simple language to explain solutions.
 

Accurate Information Delivery: Provide customers with accurate, up-to-date information on products, services, policies, or processes. Quickly retrieve necessary details using CRM or other support tools.
 

Problem Escalation: Recognize when an issue requires escalation and promptly transfer the call to a senior team member or a specialized department while keeping the customer informed.
 

Efficient Call Logging: Document each call’s details, including the nature of the inquiry, actions taken, and any follow-up needed, in the CRM system for seamless tracking and future reference.
 

Follow-Up and Callbacks: If the issue requires additional time or follow-up, inform the customer and provide a realistic timeframe. Schedule callbacks as necessary to ensure complete resolution.
 

Adhering to Call Scripts and Protocols: Use predefined call scripts where required, especially for compliance, while maintaining a natural and conversational flow.
 

Maintaining Call Quality Standards: Adhere to company standards for call handling, such as average handling time (AHT), first-call resolution (FCR), and customer satisfaction (CSAT) scores.
 

Customer Education: Proactively educate customers on self-service options or additional features that may help them in the future, reducing repeat calls for common inquiries.
 

Multitasking and Queue Management: Manage the call queue effectively, ensuring minimal wait times for customers and staying focused on calls even during peak times.
 

Upselling or Cross-Selling (if applicable): Identify opportunities for upselling or cross-selling products or services that may benefit the customer, if it aligns with the company's policy for inbound support.

Interested candidates can contact HR - 6380723976 (Mathumitha)