Job Title Customer Service Associate (CSA) Voice

Location Bengaluru

Workspace WFO

Department Operations

Channel Voice

Language English (additional languages may be required)

Hours of Operation 24/7

Overview of Position

The role of the Customer Service Associate (CSA) - Voice, will be responsible

for:

➢ Having daily interactions with the customer to handle issues from

end to end via call

➢ Going the extra mile to engage customers in solving issues and

ensuring satisfaction

➢ Quickly and effectively building rapport with customers while

diagnosing and resolving ssues

➢ Providing white glove service and having the ability to provide an

overall excellent customer experience

➢ Managing customer expectations regarding estimated response

times

Remote Requirements

▪ Maintain a secure, high speed internet connection

▪ Ability to plug in ethernet cable into a modem

▪ Have a dedicated workspace in their homes or remote locations to

provide services to the Company

▪ Ability to come into the campus to pick up equipment

Essential Functions

▪ An obligation to deliver exceptional customer service

▪ Receive inbound calls to gather and verify required information and do

utmost within their power to solve customer problems

▪ Have excellent judgment skills to be able to properly evaluate situations

and immediately by providing effective solutions

▪ Ability to learn new skills and quickly absorb and interpret new

information, products, and

▪ features from the perspective of the customer

▪ Actively listen to the customer, and show empathy and patience

▪ Provide information to the client and place appropriate notes in system

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indicating exactly what action was taken or needs to be taken

▪ Ensure policies and procedures are followed on all calls

▪ Maintain thorough knowledge of systems so that information can be

researched and proper information is given to customer

▪ Learn and retain a thorough working knowledge of all existing and new

process and procedures

▪ Achieve assigned Key Performance Indicators – e.g. Call Handle Time,

Quality, CSAT & DSAT

▪ Attend Team Meetings/additional training sessions as scheduled

▪ Performs other duties as assigned

Critical Skills

▪ Above average verbal and written communication skills - ability to

speak accurately, using proper grammar, and good enunciation

▪ Ability to show high emotional intelligence by remaining calm under

pressure while solving the customer’s concerns

▪ Ability to listen attentively and to use information provided by clients to

tailor responses and actions to meet the client’s specific needs

▪ Ability to learn new skills and quickly absorb and interpret new

information, products, and features from the perspective of the

customer

▪ Ability to work in a fast-paced, hectic, changing environment

▪ Ability to organize and follow-up multiple tasks/details with accuracy

and timeliness

▪ Ability to operate a phone system and personal computer

▪ Ability to adhere to all organizational policies and procedures

▪ Ability to work a variety of shifts including days, afternoons, evenings,

weekends and holidays

▪ Ability to perform basic mathematical functions

▪ Ability to effectively interact with employees at all levels of the

organization and work with a variety of people from diverse

backgrounds

Educational/Work

Experience and

Requirements

▪ Must successfully pass a background check

▪ High school diploma or equivalent required

▪ Post secondary degree is a plus

▪ Must have at least six months customer service experience or equivalent

Point of contact :

HR Samuel

8147091053

ruivah.samuel@intouchcx.com