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Customer Service Agent

Mumbai, MH
Job Code:
  • Miscellaneous
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Job Details

Customer service agent will be responsible for handling queries that come into theContact Centre via various channels (emails, phones, support tickets, social networks etc).These may be inquiries & questions, handle complaints or processing product orders, trouble shoot problems and provide information.(S)he are also required to ensure logging of all calls received and maintaining response and resolution times as per the Service Level AgreementsTasks/Responsibilities Contact Centre representatives may be asked to field inquiries via telephone, email,SMS, letters, fax, social media and direct customer interaction. Answer phones professionally Respond to customer inquiries Research required information using available resources Handle and resolve customer complaints Provide customers with correct product and service information Identify and escalate priority issues Route calls to appropriate departments Follow-up customer calls where necessary Complete call reports Adherence to processes and procedures 1. Provide professional customer service by Responding promptly to customer inquiries by obtaining and evaluating allrelevant information. Being service-oriented. Listening attentively to customers. Maintaining confidentiality of both client and bank information. Anticipating potential customers needs or problems. Maintaining a balance between business and customer needs Following through on commitments. Making recommendations of alternate solutions if customer expectations cannot be met. Achieving First Call Resolution (FCR) and attaining the set call ratios. Handling complaints or issues satisfactorily. Providing accurate information on products and services. Forward customers instructions for processing. Attend training and develop relevant knowledge and skills.2. Conduct activities in a professional manner by Modeling enthusiasm and interest in the wellbeing of the organization and its customers. Determining if problems are within assigned level of authority. Demonstrate diplomacy when dealing with difficult situations, both internal and external. Reporting in a detailed and accurate manner Operating within the organizational chain-of-command. Knowledge of customer service principles and practices. Direct requests and unresolved issues to the designated resource. Record complaints details. Research required information using available resources. Effective time management.3. Exhibit calls management techniques by Establishing and maintain rapport with customers. Using questioning techniques to guide call. Obtaining require information from customers. Diffusing volatile situations. Managing call flow in conjunction with navigating screens. Knowledge of call center telephony and technology. Maintain the recommended average talk time ( ATT) and average after work call time(ACW) Achieve the set call targets. Produce call reports (daily, weekly, and monthly). Ensuring that calls are not abandoned.4. Communicate effectively by Identify and escalate priority issues. Delivering messages effectively. Recognizing challenges due to diversity, e.g. language barriers Giving full attention to customer. Confirming understanding by paraphrasing, repeating or reframing what has been said Keeping message clear and concise Adjusting voice and style to engage a customer, e.g., pronunciation, rate, tone andword choice Ensuring reports are accurate and sufficiently detailed. Using appropriate writing style for purpose and audience. Follow up customer calls where necessary. 5. Maintain a safe working environment by Understanding the principles of ergonomics in the workplace. Managing personal wellness. Following security policies and procedures. Ensure that tools, equipment and machinery are safe and are kept safe. Follow procedure manuals on health and safety in the workplace.Requisite Skills Customer contact representatives must have an affinity for courteous and patientrelations with customers. Potential customer contact representatives should also posses' strong organizational skills, and the ability to effectively communicate onvarious levels. Candidates for this role need to logically think, and act quickly responding expeditiously to customer inquiries. Contact representatives need topossess active listening and documentation skills and also have knowledge of the organizations products and services.Qualifications High school diploma from an accredited institution. An Internationally recognized Diploma in the field of Computer Science. CompTIA A+ or equivalent industry certification in IT foundations. Security 5 or equivalent entry level IT Security certification. Courses in administration and/or data management are an asset. Knowledge of computer and communication systems. Experience in customer service environments an asset. Previous contact Centre experiences an asset. Skills and competenciesThe candidate must demonstrate the following skills Fluent in English Minimum 2 years of experience in working with Payment Systems/Switches Strong EFT Switch Domain Knowledge Strong Card Payment System Knowledge Should be able to READ and ANALYZE transactions Bitmap and field levelunderstanding of data elements, type and purpose Proven working knowledge of Payment Interfaces and protocols such as NDC+, ISO 8583, Hypercom etc Strong knowledge of, and experience of working with, MasterCard CIS,MasterCard MDS, MasterCard IPM, Visa BaseI, Visa SMS and Visa BaseII, China union pay, JCB, AMEX, Discover etc Excellent verbal and written communication skills Ability to learn detailed instructions quickly Superior problem solving skills Ability to explain detailed instructions articulately and clearly Technical aptitude Attention to detail Adaptability & Team work Persuasiveness, negotiation skills Work under pressure Ability to provide an outstanding customer Experience. Multitasking skills. Proven interpersonal and communication skills. Understanding individual needs of customers.
Additional Degree: BA (Arts) | B.Com. (Commerce) | B.Pharm. (Pharmacy) | B.Plan. (Planning) | B.Sc. (Science) | BBA/ BBM/ BBS | BCA (Computer Application) | Diploma-Other Diploma | B.Ed. (Education) | BHM (Hotel Management)

Experience: 2-5


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