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Customer Support , International Voice Process

1.00 to 3.00 Years   Bangalore   25 Nov, 2024
Shell Info Technologies Pvt Ltd
Job LocationBangalore
EducationNot Mentioned
SalaryRs 1.0 - 3.0 Lakh/Yr
IndustryBPO / Call Center
Functional AreaCustomer Service (International)
EmploymentTypeFull-time

Job Description

    • Role Designation Customer Support Executive
    • Position Summary Provide 1st level support on general enquiry, activation, provisioning and fulfillment queries and ensuring the maximum availability, performance and utilization of knowledge and information systems.Follow a systematic, disciplined and analytical approach to problem solving to meet set standards and agreed procedures. Executes transactions as per prescribed timelines.
    • Required skill set Analytical and Problem solving skills
      • Active listening and questioning, an eye for detail to determine the root cause of the issue, to avoid repeat contacts and further effort to resolve issues
      • Analytical problem solvers who will understand issues, evaluate solutions and work with their colleagues to resolve issues
      • Problem solving skills and quick thinking to own & resolve issues independently, thoroughly & efficiently
      • Display ownership and accountability
        • Quickly build trust and confidence with customer
        • Own and resolve customer issues efficiently, effectively and empathetically
      Time Management Skills
      • Being proactive and show the utmost respect for customers time
      • Good time management, ensuring all contacts with customers add value
      • Ability to Multitask
      Communication & Relationships Skills
      • To deliver a first line support service, receiving incidents and service requests from various routes including telephone, web tickets, chat and e mail.
      • Offering advice to end users on all IT related areas. This will include working as part of a team, in order to share knowledge and work together to increase performance standards.
      Skills & Knowledge
      • Communicate at all levels
      • Ability to work across organizational and professional boundaries
      • Excellent verbal and written communication skills
      • High level of interpersonal skills, including active listening and understanding
      • Good organizational skills and ability to prioritize workloads.
      • Work to tight deadlines / service levels
      • Business etiquette
      • Broad knowledge of IT products, services and terminology
      Aptitude
      • Identification of problems and solutions
      • Analysis of data
      • Presentation of technical functionality to a non-technical audience
      • Working knowledge of MS Office products
      • General support knowledge of Operating systems across various platforms, general productivity applications like MS outlook, MS excel, Lotus Notes etc.
      • Ability to work as pat of a team or on own initiative.
      • Customer focused
      • Proactive
      • Self-Motivated
      • Patient
      • Innovative
      • Flexible
    • Job duties and responsibilities To improve customer confidence, being empathetic to a variety of new and experienced learners needs. Help to implement and improve processes and procedures within the team allowing strong service focused deliverables. Actively support customer queries ensuring they are handled within an agreed time limit, within agreed processes and in a professional and customer sensitive manner. To participate in an on call rota, providing a 24 hours, first line support service to users.
      • Ensure Customer Service Level Agreements are met or exceeded;
      • Respond to customer enquiries in a timely and efficient manner;
      • Ensure appropriate documentation of the interaction on the customers account in the prescribed format
      • Execute transactions as per prescribed guidelines and timelines
      • Ensure customer/user confidentiality and data protection at all times

Keyskills :
international voice processcustomer support

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