Customer Service Agent -Voice
Customer Service Agent -Voice
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Job Description
Job Title: Australia Voice and Blended Process Customer Service Agent
Location: Thane
You will answer incoming calls emails and chat from Customers to respond to billing and
product inquiries and manage complaints troubleshoot customer service problems and
provide general information.
You will be a member of the primary contact team for Customers and will be responsible for
assisting them with their query request and complaints. You will also inform the customers
about various other relevant products ways to selfservice and how to find information
online or mobile app all this while projecting a professional image through voice and online
interactions.
Customer Service Agent Job Responsibilities and Duties:
Answer incoming calls respond to emails and chats
Explain companys features products and services
Make billing adjustments in accordance with company policies
Assist customers with service or feature modifications on account
Respond to any disruption of service issues
Open trouble ticket depending on the nature of the service issue
Analyse isolate and diagnose customer service trouble
Route ticket to appropriate department for resolution
Provide existing trouble ticket status to customers
Coordinate customer premise visit with onground team
Escalate customer complaints in accordance with company polices
Apply card payments funds transfer & check payments to customer accounts
Respond to any customer general inquiries and
Redirect calls not related to the Services
Customer Service Agent Qualifications and Skills
Bachelors degree
Proficient in relevant computer applications and systems
02 years of experience in a call centre environment
Knowledge of customer service practices and principles
Professional phone etiquette
Exceptional listening and conflict resolution skills
Excellent data entry and typing skills
Superior listening verbal and written communication skills
Ability to handle stressful situation appropriately
Willingness to cooperate with others and work to team and business goals
Working availability during operational hours and working to a rotating roster.
Weekend and evening work will be required
Employment Type
Full Time
