Customer Care Agent

About The Opportunity:

• Achieve desired customer delight by ensuring satisfactory response to customer interaction.
• Handle Customer Interactions through Ticketing, Social Media, Inbound & out bound voice contact.
• Appropriate escalation of unresolved complaints.
• Update the existing database with changes and status of each Customer query/ resolution.
• Ensure satisfactory resolution of varieties of issues.
• Interface with respective work center for resolution of complaints.
• Manage resolution of queries/ Issues.
• Be adequately trained and updated on any changes that take place from time to time.
• Managing service delivery to customers to ensure high customer satisfaction levels and customer retention.
• Determines requirements by working with customers.
• Ability to communicate effectively and clearly.
• Be self-motivated and take initiative.
• Work well with a team and be co-operative.
• Empathy and Customer Service Orientation.
• Focused on Learning & knowledge enhancement.
• Attention to detail and Result Orientation.
• Answers inquiries by clarifying desired information; researching, locating, and providing information.
• Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
• Fulfills requests by clarifying desired information; completing transactions; forwarding requests.
• Sells additional services by recognizing opportunities to up-sell accounts; explaining new products.
• Maintains Contact center database by entering information.
• Keeps equipment operational by following established procedures; reporting malfunctions.
• Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
• Possess the ability to prioritize a good sense of judgment and display an aptitude for accurate decision making.
• Follow all relevant policies, procedures, and processes in order for the daily work to be carried out in a controlled and consistent manner.
• Contribute to the identification of opportunities for continuous improvement of processes, practices, work processes, cost effectiveness, and productivity enhancement.
• Promote to other employees within the organization the implementation and adherence to policies, procedures, processes, and instructions.
• Follow daily operations relating to the job to ensure work continuity.
• Contribute to preparing timely and accurate reports that concern the line of work to meet the requirements, objectives, and standards.
• Ensure the satisfaction of both internal and external customers by addressing their needs in a courteous and timely manner.

What you need to be successful:

• 0-1 year of relevant experience
• Bachelor’s Degree in a relevant field is preferred
• Master’s degree in a relevant field is preferred