Associate Customer Support / Sr. Associate Customer Support
- Tech Mahindra
- 0 - 5 Years
- Hyderabad
- 3 years ago
- Email to a friend
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Job Description
Designation: Associate Customer Support / Sr. Associate Customer SupportReporting To: Operations TL
Band / Grade: U1 / U2
Job Location:Kolkata & Kochi
Line of Business: NA CSA Voice Support
Educational Qualification: UG Can apply / Any Graduate can apply.
Age:< 45
Work Experience:
Fresher - Experienced
Fresher - Experienced
Communication:
Should possess excellent Voice Communication skills
Computer Proficiency:
Should know basics of computer and knowledge of MS Office (Word, Excel, PowerPoint) and latest operating systems
Additional Comments:
Both side transportation will be provided.
Both side transportation will be provided.
Preferred Competencies-Description
Customer Focus:
- Demonstrates a strong customer service orientation
- Demonstrates a strong customer service orientation
- Takes responsibility to follow up with customers to ensure their needs and expectations are satisfied and promises are kept
Communication Skills
- Ability to effectively communicate his/her thoughts in a well-organized manner- Excellent, live writing skills
Customer Interaction Skills
- Friendly and upbeat style- Ability to handle difficult or irate customers effectively- Ability to set expectations and deliver information in a positive and articulate way
- Friendly and upbeat style- Ability to handle difficult or irate customers effectively- Ability to set expectations and deliver information in a positive and articulate way
Problem Solving Skills
- Investigates and takes action to meet customer's needs- Solves routine problems effectively, gathering the information necessary from the customer
- Applies systematic approach to solving problems
Interpersonal Skills
- Professional and positive in interactions with others and is able to establish rapport quickly
- Treats others with courtesy and respect
- Able to adjust his/her behavior and communication to accommodate working styles and perspectives of diverse individuals
General Responsibilities:
- Demonstrates clear and polite written communication
- Escalates customer issues appropriately and correctly. Demonstrates timely accurate and professional customer service
- Maintains a positive and professional demeanor and portrays the company in a positive light
- Demonstrates knowledge and use of departmental resources, policies and procedures
- Annotate contact topic and actions in Amazon tools
- Maintains email handle time, while remaining friendly and informative (after call email to customers)
- Maintains productivity and quality standards
- Actively seeks solutions and identifies trends to appropriate personnel including possible solutions or suggestions
- Demonstrates appropriate sense of urgency for customer responses
- All other duties as assigned
SUMMARY: CSAs will respond to inbound customer inquiries. CSAs will use a wide variety of cloud based tools to navigate customer accounts, research and review policies, and communicate effective solutions
Interview Rounds
1. RMG Screening as per the JD
1. RMG Screening as per the JD
2. Versant Round
3. Operations Round.
4. HR / Offer discussion if selected.
Employement Category:
Employement Type: Full timeIndustry: IT
Functional Area: Customer Service
Role Category: Customer Service Executive (Voice)
Role/Responsibilies: Associate Customer Support / Sr. Associate Customer Support
Contact Details:
Company: Tech MahindraLocation(s): Hyderabad
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Tech Mahindra
Hutchison Global Services is the fastest growing international 3rd Generation telecom & multimedia brand owned by the Hutchison Whampoa Group. HGS is currently present in ten countries the UK, Ireland, Italy, Israel, Australia, Austria, Denmark, Norway, Sweden and Hong Kong.
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