Job Description

Role: Contact Center – Customer Support

Designation: Tr. Customer Support Representative – Mobile Support


Level 1


Department: Operations


Reports to: Team Leader


Summary:


Tr Customer Support Representative for Mobile/ Fixed line provides day-to-day operational support via inbound calls and web support via live chats, emails and portal activities. This role is for someone who excels at problem solving and multi-tasking while providing “white glove” customer service and satisfaction.


Responsibilities:

  • Provide day-to-day operational customer service via inbound calls and web support via live chats, email and portal activities.

  • Process service orders, answer questions, troubleshoot basic mobile phone issues, maintain account information.

  • Communicate and collaborate effectively with all team members keeping the team informed of issue status by sharing information through communication tools provided by the client.

  • Meet and improve schedule guidelines (log in, breaks, avail and on call handling time..etc)

  • Demonstrate reliable attendance to avoid additional stress to team members, logging in and being available at the start of scheduled shift.

  • Complete assigned tasks accurately and within required customer assigned Service Level Agreements.

  • Utilize resources to manage transactions, escalating issues appropriately.

  • Manage personal and customer support inboxes effectively and respond quickly to end user requests based on service standards set for each customer.

  • Maintain a comprehensive understanding of account goals and processes by retaining information, asking questions, understanding SLA’s and account expectations.

  • Display professional, positive, and courteous phone etiquette.

  • Resolve caller's issue accurately and efficiently to minimize call backs.

  • Understand and proactively addresses user's concerns, identifying the root of the issue.

    • Skills & Qualifications:

  • Excellent Verbal and Written Communication and Customer Support Skills

  • Freshers/ candidates with domestic BPO experience, 0-6 months experience preferred

  • Fair understanding of android and iOS phones is preferred

  • Should be ready to work in US shifts hours; 9 hour where the work window may vary between 6 pm to 6 am (India time) and on Indian Holidays

  • Computer literate

  • Knowledge of Ticketing System experience (ServiceNow, Maximo, Remedy, etc.) is an added advantage

    • Education:

  • High School pass is minimum requirement with Excellent Communication skills

  • BSc, B.Com and BA or Diploma holders (12+3 years of education).

    • Working conditions and requirements:

  • Training and work location from office.

  • Should be ready to work in a 24x7 environment with rotational shifts

  • Work From Home will be at company’s discretion

  • Should have a reliable and fast WiFi connection at home.

  • Should be ready to connect via video during training and 1 on 1 discussions.

  • Should have a safe and suitable work environment at home

  • Should be able to work as per the break/lunch timings allocated by the supervisor

    • Selection Criteria:-

  • V&A Assessment

  • Interview

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