Customer Experience Agent (Voice)

Position Title: Customer Experience Agent (CEA)

A Customer Experience Agent (CEA) provides assistance, information, and support to

customers regarding products or services. Their primary role is to answer inquiries,

resolve issues, and ensure customer satisfaction through effective communication and

problem-solving. This often involves interacting with customers via phone.

Position Responsibilities Key Skills Required

Answering customer inquiries:

Responding to questions about products,

services, pricing, and company policies.

Resolving customer issues and

complaints: Addressing customer

concerns and finding appropriate

solutions.

Providing information about products

and services: Offering details about

product features, benefits, and availability.

Taking orders and processing

payments: Handling customer orders and

transactions, including billing and

payment processing.

Managing customer accounts: Making

necessary changes to customer accounts

and providing account information.

Handling returns and exchanges:

Processing returns and exchanges for

products or services.

Escalating issues to appropriate

departments: Referring customers to

supervisors or other specialized teams

when necessary.

• Good English communication skills

(Oral) - Talking to others to convey

information effectively

• Reading comprehension -

Understanding written sentences

and paragraphs in work related

documents

• Critical thinking - Using logic and

reasoning to identify solutions,

conclusions or approaches to

problems

• Ability to use empathy
• Service orientation Actively

exploring ways to help people

• Flexible and adaptable
• Ability to use desktop system
• Ability to take responsibility

• Demonstrates patience and self-

control

• Coordination: Adjusting actions in

relation to others' actions

Maintaining accurate records:

Documenting customer interactions and

transactions.

Providing excellent customer service:

Maintaining a positive and professional

attitude while interacting with customers.

Collaborating with other departments:

Working with other teams to ensure a

positive customer experience.

Education

Minimum: 10 + 2 years of formal

education

Work Timing

US shifts

Work Location

RMZ Eco Space, Pritech Park, Bellandur,

Bangalore

Reports to

Team Manager