Customer Service Agent -Voice

As a Customer Service Agent for the Australia Voice and Blended Process based in Thane, your primary responsibility will be to engage with customers via incoming calls, emails, and chats. You will address their inquiries related to billing, products, and services, as well as handle complaints, troubleshoot issues, and provide general information. Being a crucial member of the customer contact team, you will assist customers in resolving their queries, requests, and complaints. Additionally, you will educate customers about other relevant products, self-service options, and how to access information through online platforms or mobile applications. It is essential to maintain a professional demeanor and project a positive image during voice and online interactions. Your key responsibilities as a Customer Service Agent will include answering incoming calls, responding to emails and chats, explaining the company's features, products, and services, making billing adjustments, assisting customers with service modifications, and addressing service disruptions. You will also be required to analyze, isolate, and diagnose customer service issues, as well as coordinate on-site visits and escalate complaints following company policies. To excel in this role, you should possess a Bachelor's degree, proficiency in relevant computer applications, and 0-2 years of experience in a call center environment. Knowledge of customer service practices, professional phone etiquette, exceptional listening and conflict resolution skills, and excellent data entry and typing abilities are essential. Strong communication skills, the ability to handle stressful situations, and a willingness to collaborate with team members towards achieving business goals are also crucial. Flexibility to work during operational hours, including weekends and evenings on a rotating roster, is required.,