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Job Description:
Job Description Project:
AD Role # Customer Service Associate (CSA) Summary: The role involves providing 24 7 support customer support across phone, chat and webcase for a global client. The candidate needs to have excellent communication skills an d an aptitude for customer service. Prior work experience in a contact center back office environment would be an advantage.
CSA Responsibilities: # Process Knowledge # Ensure detailed knowledge of the products and services offered. Should be abl e to take ownership of customer queries and provide accurate information. # Application Knowledge # Ensure complete command over the tools and applications used. Prior knowledge of contact center chat applications, ticketing tools, email would be pre ferred. # Documentation skills # Should have worked on spreadsheets and document software like word, excel and PowerPoint. # Typing speed - Good typing speed of 35 WMP with a 80 accuracy is preferred. # Customer Service Orientation # Should have a good understanding of customer service. Should have good listening skills, attention to detail and ability to provide right help and guidance to the customer. # Productivity # Ensure process targets on volume of tickets to be serviced, speed of resp onse, accuracy and resolution times are met in a consistent manner. # Team player - Should be a team player, display a positive attitude and open to constructive feedback. # Shift Flexibility - Should be willing to work in a 24 7 shift environment an d be flexible with any changes in work window as per client requirement. Should be open to split week offs and willing to support additional work hours during peak season. # Continuous learning # Should display inquisitiveness and an appetite for con stant learning and skill upgradation # Computer Basics - Should have a basic understanding of operating on a laptop desktop. Requires basic knowledge of keyboard shortcuts across common email, browser and Office applications. # Prior work experience - Any prior work experience in an international customer service environment handling customer request would be preferred.
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