Company Overview

EPIV SOLUTIONS is a leading IT and International BPO company located in Fatima Nagar, Pune. Specializing in both B2B and B2C services, EPIV SOLUTIONS has a workforce of 51-200 employees and operates within the Business Process Outsourcing industry. With a commitment to enhancing customer experiences, the company is headquartered in Pune and services are accessible via their website at epivsolution.com.

Job Overview

EPIV SOLUTIONS is seeking a mid-level Customer Services Executive for night shift operations based in Pune Division. This full-time role requires a competent individual to manage and respond to customer inquiries effectively. The position demands a high level of communication prowess to ensure exceptional service delivery round the clock.

Qualifications and Skills

• Proven experience in customer support roles with a focus on BPO operations.
• Excellent problem-solving abilities to handle a wide range of customer inquiries and issues.
• Demonstrated experience in managing inbound calls efficiently and professionally (Mandatory skill).
• Ability to work night shifts with high energy and alertness (Mandatory skill).
• Fluent communication skills for seamless interaction with customers (Mandatory skill).
• Strong attention to detail to ensure accuracy in information relayed and received.
• Capable of multitasking to manage multiple channels of communication.
• Basic technical proficiency to navigate software and customer management systems effectively.

Roles and Responsibilities

• Manage inbound customer calls and address queries, ensuring customer satisfaction.
• Resolve customer complaints by providing quick and effective solutions.
• Work collaboratively with team members to enhance customer service processes and outcomes.
• Document and report customer interactions and feedback for continuous service improvements.
• Adhere to EPIV SOLUTIONS' protocols and guidelines for customer interaction.
• Stay updated with the company’s products and services for effective customer support.
• Actively participate in team meetings and training sessions to continually enhance knowledge and skills.
• Escalate complex queries to higher-level support when necessary for resolution.