Customer Contact Comms Associate-Messaging
On-siteGurugram, Haryana, India
Gurugram, Haryana, IndiaOn-siteFull TimeEntry LevelEnterprise
Full TimeEntry LevelEnterprise
Job Summary
Manage non-voice customer interactions via chat, email, and web by recording, diagnosing, and troubleshooting incidents or service requests. Resolve routine problems using general guidelines and precedents while closing faults and complaints within defined SLAs. Probe for responses, empathize with dissatisfied customers, and provide solutions based on account analysis using CRM and Excel. Maintain 25 WPM typing speed with 85% accuracy in a 24/7 rotational shift environment. Work as an individual contributor within a team, receiving detailed instruction on daily tasks and new assignments.
Required Qualifications
- 1 to 3 years
- Any Graduation
- Excellent written and spoken English skill
- Strong comprehension and analytical skill
- Ability to multitask
- Functional knowledge of using CRM solution
- MS Excel
- Domain knowledge of US Customer Service
- Telecom industry
- Confident
- Probe for responses
- Empathize with customers
- Customer centric
- Strong conversational skills
- Typing speed (Speed – 25 words per minute – 85% accuracy)
- Ability to meet deadlines
- Ability to perform under pressure
- Ability to work well in a team
- Adaptable and flexible
- Commitment to quality
- Willingness to work mainly US shifts in a 24/7 environment with shift rotations
Desired Qualifications
- Sales/Retention/Tech experience
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