Provide phone and on-line support for Global customers.
Resolve known customer issues through the use of a knowledgebase, direct use of
product and operating systems, product user guides, and other reference materials
Be responsible to deliver a high quality, customer-driven, support service resolving customer
enquiries at the first point of call wherever possible.
Assist customer in resolving any open requests for support, assistance, information on
Demonstrate ownership and willingness to resolve issues in a timely manner.
Demonstrates confidence and willingness to resolve customer requests or queries.
Maintain and improve Customer Satisfaction by delivering against those initiatives that
have been identified as crucially important during each and every customer support
engagement, whether voice or non-voice.
Deliver First Call Resolution by handling customer requests and resolving customer issues as
often as possible during the first contact.
Ability to assess customer sentiment at all stages during the communication, to take the
lead in escalating an issue on behalf of the customer and to arrange for a supervisor to
mediate in the interaction if deemed necessary by you or if requested by the customer.
Manages all customer communication with the appropriate level of etiquette,
timeliness and professionalism, whilst working towards achieving agreed operational
Can interact effectively with the personnel, tools & resources in the Customer/technical
Services team to help resolve customer issues (escalation points, knowledgebase tools,
internal applications etc.)
Completes all training and development activities in timely manner
Understanding of escalation handling procedures.
MAIN JOB REQUIREMENTS
(education and experience necessary to fulfil job)
Service hours– 24*7 , Rotational Shifts
Qualification – Graduates in any stream
Experience –Graduate Fresher or Graduates with 6 to 12 months of international BPO
technical/Customer support experience.
Minimum High School (or equivalent) degree.
Communication – Listen attentively and resolve customers issue effectively. Should be
sensitive about customers information
Customer Focus – Build credibility with the customer by using empathy and should patiently
resolve even irate customers issues. Should be courteous , energetic and engaging while
dealing with customers
Learning Orientation – To keep himself/herself updated about the latest happenings around
and asks questions which impacts customers delight
Thanks & Regards,
Mohit Kumar Tekchandani
M +91- 9001998898
Jaipur, Rajasthan, India