Customer Service Associate

1. Taking/Handling Inbound Customer calls, Outbound calls, Emails

2. Listening to and understanding the customer’s requirements

3. Provide product / service details & benefits to Customers

4. Providing end to end solutions to the customer 

5. Asking the correct questions – probing and prompting the customer wherever 

required

6. Timely and accurate capturing all the information given by the customer 

7. Timely follow up with as per Escalation matrix till closure

8. Staying current with knowledge of products/ processes & services 

9. Ensure full adherence to all the quality parameters and SOP

10. Cooperate with other Team members, SMEs and Team Leaders.

11. Ensure 100% adherence to schedule

12. Escalating the call to the team leader / manager, wherever desirable

13. Handling irate / demanding customers where necessary, in a tactical manner