Sr Customer Support Officer

Sr Customer Support Officer

Job Description

Role: Sr. Customer Support Officer - BPO

Location: Pune/Mangalore

Who are we looking for?

• Graduate individuals with excellent communication skills and minimum 2 years of experience in BPO/ Customer Service industry
• Analytical skills
• We are looking for experienced professionals to join our US Insurance Voice Operations team. This role involves handling inbound and outbound calls for policy servicing, claims support, and customer inquiries while ensuring compliance with client and regulatory standards.

Technical Skills:

• Operating the computer- Intermediate
• MS Office - Intermediate
• Avaya/Phone Operating skills – Beginner
• Fluent in Spoken and written English with effective Business Communication
• Communication in neutral accent over phone
• Active listening and probing skills
• Basic knowledge of Insurance
• Typing Speed 30 WPM

Process Skills:

• Respond to customer queries via inbound/outbound calls and emails within defined SLA’s
• Record interaction using client system with proper classification
• Refer Knowledge base and perform task as per defined process
• Follow up and closure of interactions to ensure customer satisfaction
• Passionate about customer service
• Comfortable with Rotational shifts, extended working hours and weekly offs.
• Candidate should clear the V&A and online typing tests
• Meet AHT, FCR, CSAT, and QA targets while adhering to process SLAs.
• Collaborate with onshore teams for escalations and complex case resolutions

Behavioral Skills:

• Positive energy
• Positive attitude
• Self learner

Qualification:

• Any Graduate

What’s in for you?

• At Mphasis, we promise you the perfect opportunity of building technical excellence, understand business performance and nuances, be abreast with the latest happenings in technology world and enjoy a satisfying work life balance.
• With the current opportunity, you will get to work with the team that has consistently been setting benchmarks for other deliveries in terms of delivery high CSATs, project completion on time and being one of the best teams to work for in the organization.
• You get an open and transparent culture along with freedom to experimentation and innovation

Who are we?

Mphasis is a leading IT solutions provider, offering Applications, Business Process Outsourcing (BPO) and Infrastructure services globally through a combination of technology knowhow, domain and process expertise. Over the years we have left an indelible impression in the IT solutions domain with an impressive clientele and an extensive global presence. The accolades we have been garnering can be attributed to our undeterred focus in delivering quality solutions across verticals that meet the challenging requirements of our esteemed customers. Our integrated solutions offering is aimed at creating value for our customers, helping them in improving their business processes with minimum hassles and capital outlays.

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