 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

upgrading etc.

 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

targets.

 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.

Education/Experience

Minimum High School (or equivalent) degree.

Skills required

 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

mohit.aimplacement@gmail.com