Customer Contact Comms Associate-Voice
Designation: Customer Contact Comms Associate
Qualifications:Any Graduation
Years of Experience:1 to 3 years
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What would you do? The Support Desk (SD) Associate responds to common, non-complex, in-house requests (Tier 1), and operates in the functional aspect of a single NGCO SD product area and its operating environment. The SD Associate answers questions regarding the support tools and processes, researches and resolves non-complex problems/issues and escalates complex problems/issues. The SD Associate provides support for internal and external NGCO SD customers and uses prescribed tools and processes for issue resolution.
What are we looking for? •Qualifications: Education: Graduation or equivalent / Undergraduate / 12th Pass is a must Work Experience: • Call Center or Customer Service experience • Minimum 1 year experience Knowledge and Skill Requirements: • Ability to demonstrate an efficient use of customer service technologies to complete a customer transaction using the Automatic Call Distributor, Microsoft Office Suite, Customer Service System, Internet Explorer, and other browser-based applications. • Experience related to Helpdesk query management • Good technical aptitude with an ability to learn quickly. • Strong oral and written communication skills. • Strong interpersonal skills. • Strong conflict management skills. • Flexible to work in shifts as per business requirement, this will also include working in night shifts.
Roles and Responsibilities: • Handle, research, and resolve phone, chat, email inquiries for NGCO SD customers regarding non-complex functional problems. • Document and update customer contacts in the Customer Service System. • Complete any follow-up work related to customer issue resolution. • Answer general questions, provide education, and offer service to customers in a professional and courteous manner. • Adhere to current understanding of policies and procedures, new products, services and processes of the client and the call center. • Maintain acceptable attendance, punctuality, and respond to policy and procedures for communicating any schedule changes and preferences. • Meet productivity and quality performance expectations as established by NGCO SD management and interfaces. • Conduct self evaluations using quality-coaching tools to assess personal skill development and review results with Supervisors. • Support additional duties as necessary in high volume periods in the SD. This job description reflects management s assignment of essential functions; it does not prescribe or restrict responsibilities that may be assigned. •In this role you are required to solve routine problems, largely through precedent and referral to general guidelines • Your expected interactions are within your own team and direct supervisor • You will be provided detailed to moderate level of instruction on daily work tasks and detailed instruction on new assignments • The decisions that you make would impact your own work • You will be an individual contributor as a part of a team, with a predetermined, focused scope of work • Please note that this role may require you to work in rotational shifts
Navi Mumbai
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