Job Title : Customer Services Agent /Sr. Customer Service Agent– Live Chat

Reports to : Team Leader

Work Location : Pune, Hinjewari

Employment Type : Full Time

Full time

– 100% Work from Office

Shift Pattern : Rotational

(18 Hours US work window, 6 PM IST – 09:30 AM IST), 5 days a week

Work Pattern : Working Window

Job Purpose Summary

Within the role of Customer Services Advisor, you will be tasked with delivering high quality customer centric solutions and being vocal about providing insights on what does not work for customers. You will have an opportunity to deal with a ‘moment of truth’ and it will be up to you on how well you do to turn it into a ‘moment of delight’.

We’re a hard-working bunch and have an open culture to help fulfil your potential. You’ll need to work within a lively fast paced customer service environment and demonstrate that you’re able to delight our customers.

You will be responsible for taking live chats from customers calling in relation to their bills, products, and services.

Getting down to some specifics – what your day to day will look like

• You will be responsible for handling inbound customer queries (inc. billing, rate plans, service activations and changes, credits and adjustments, troubleshooting and complaints) using the live chat channel.
• Take complete responsibility of providing accurate and relevant information and to resolve customers query on the first contact.
• Take end to end ownership of the customer’s issue and follow through commitments.
• Listen actively, understand, and assess issues from customers then communicate in a calm, clear, simple and personal way.
• Use simple language which is clearly understood by the customer.
• Adhere to work schedule & thereby contributing to operational efficiencies.
• Meet & maintain work ethics in congruence with organizational compliance.
• Deliver consistently, maintaining warm & professional relationships.
• Deliver on efficiencies & commercial targets
• Contribute to business profitability through various up-sell / cross-sell initiatives.

As you become more experienced in the role, you will benefit from further key skill set development within the organization, which in turn will allow you the flexibility and experience to offer support and assistance in response to business requirements beyond just the customer relations department.

Skills & Competency Requirement

• Excellent communication skills, written and verbal
• Listening skills - being attentive, patient and listening without interrupting
• Objection handling skills - Ability to think of possible alternatives for a situation and anticipate potential obstacles
• Being persuasive and diligent
• Achievement Orientation. Takes responsibility and stays focused on self-performance
• Ability to work within a team and building relationship – with customers and team members
• Listens and responds appropriately to other team members’ ideas
• Problem Solving Skills. Build a logical approach to address problems.
• Basic levels of computer proficiency
• Working knowledge of MS Office applications like Word & Excel
• Experience of working in live chat processes or customer services or Telecoms industry (Mandatory)
• Experience with Upselling / Proactive Sales on live chat (Mandatory)