Customer Service Representative

Customer Service Representative We are searching for a polite, professional Customer Service Representative to represent our clients by providing remarkable service to their customers via phone/chat. They would handle inbound/outbound o calls or chats and, should seek to create a positive experience for each contact. They will listen to customers to understand the reason for their call, address all inquiries post research and provide an accurate an efficient response in timely manner Job Description - • Understanding the product and policies to provide efficient resolution for enhanced customer experience • Work towards meeting and exceeding the targets provided as per the performance scorecard parameters/KPIs communicated e.g. CSAT, AHT, compliance. • To keep themselves up to date of any process updates by attending all briefing sessions/team huddles & online learning modules • To achieve monthly quality thresholds by adhering to compliance, reputation, and procedural parameters • To adhere to company policies and guidelines (HR policies, Administration guidelines, Workplace Floor Norms, Leave Policy, and Compliance policy etc) • To escalate issues and seek assistance from the Team Leader or Quality Analyst in case of customer queries and any other issue which needs to be attended Required Skills 1. Great communication skills – Spoken (Versant Score 58) and written (Versant Score 55) in English 2. For Chat profile, typing speed would be min 35-40 WPM & accuracy @ 75%+ 3. For chat profile, experience in working in chat environment is must 4. Strong Interpersonal, Communication skills accompanied by Quick Comprehension & Clear Articulation 5. US Banking Experience is a must with overall voice experience to be min 12 Months 6. Should have knowledge of basic banking financials 7. Demonstrated Ability to Work Effectively Within a Team Environment 8. Demonstrated consultative experience, ability to influence, resourceful 9. Exceptional listening and relationship building skills 10. Demonstrated resiliency in a fast-paced metric driven environment with proficient multitasking and navigation in a windows environment 11. Creative problem-solving, eager to find customized solutions 12. Graduate & above Location: AKR Tech Park Kudlugate Night Shift No Cab Shift timings Blended process  80% chat 20% calls  Night shifts Login window : 6,7,8,9pm  Logout window : 4,5,6,7am