Customer Service Representative
Customer Service Representative
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Job Description
Major Purpose:
As a Customer Service Representative in the Contact Center you will be researching and resolving inquiries received via inbound calls from customers and dealers on a variety of finance products(Lease Loan and revolving) to achieve service level. In this position you will also
Major Duties:
- Document customer and dealer interactions and enter descriptive information online in order to provide history and track issue resolution
- Resolve and make business decisions on escalated and complex questions while referencing single or multiple screens and/or documents
- Track trends and identify streamlined processes for customer dealer and product concerns and inform/provide feedback to appropriate departments or units
- Support in troubleshooting technical online requests such as helping customers with registration reset passwords navigate websites/mobile app etc.
- Delivers on key performance indicators around quality productivity and accuracy while adhering to legal requirements and procedures.
Detailed activities:
- Authentication of customer details before providing any resolution on queries
- Provide outstanding balance and next payment due details
- Customer Statement related queries
- Auto pay/Direct debit related queries
- Principal and interest paid queries
- Future principal outstanding queries(some calculation involved)
- Online representative assisted payments
- Contract booking status queries
- Contract starting date and interest rate related queries
- Equipment/collateral related queries
- Partial/Full preclosure related queries
- Address change related queries
- Working experience on multiple applications while resolving queries( 5 applications (Front end and receivable system)
Skills required:
- Good listening and comprehension skills in English
- Clear written and verbal communication in English with usage of proper grammar and an accent understandable by the customers.
- High level of patience and customer centricity in resolving customer service requests.
- Proficiency in using Microsoft Office applications plus intranet and internet.
- Able to multitask and work well in a fastpaced work environment.
- Experience independently gathering appropriate information and diagnosing the cause of a problem before taking action with the ability to make independent decisions
- Experience with negotiation and conflict resolution along with strong attention to detail and basic math skills
- Knowledge of installment revolving and leasing finance products is preferred.
Education:
- Graduate or postgraduate in any discipline
Relevant Work Experiences:
- Experience working in customer service or related customeroriented environment (1 3 years)
- Experience in using soft phones and noting customer interactions for future reference(13 Years)
- Experience in using Excel Microsoft Word and other Microsoft tools. (1 3 years)
- Work experience in a team environment. (1 3 years)
- Experience with transaction data entry and processing. (1 3 years)
- Experience in Banking and Financial Services Industry customer support services catering US Customers (13 yrs)
Job Title: Hi Applicants!!! Hiring for a Job in a Reputed Organization(Product and Service based company). Here is a Gateway to it through ALP Consulting. Recruiting Employment Type: Permanent Experience: Skills Required: Excellent Communication Skills Strong Experience in : Job Location: Pan India Note: Maximum 60 Days Notice Period will be Prioritized.
Employment Type
Full Time
