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Advisor/ Senior Advisor – International BPO

Keywords / Skills : Customer Support, International Voice Support, Risk Management, BPM, CSA, US geography, risk management, compliance activities, customer complaints

1 - 6 years
Posted: 2019-06-21

Job Description
JOB DESCRIPTION
Respond to customer inquiries through email and chat services, resolves customer issues and product queries.

JOB SCOPE
SHI will handle email queries related to offline services, Responsible for investigating and resolving Customer Direct online purchase inquiries.
 
JOB SUMMARY

The Customer Direct Offline Assistant is responsible for investigating and resolving internal and external complaints. This position handles all order inquiries for Sears & Kmart orders.
JOB DUTIES/RESPONSIBILITIES:
  • Researching and investigating where necessary, to gather information needed to respond to Member inquiries/requests. Takes escalated emails and verifies with the information available on system.
  • Identifies customer needs and provides recommendation regarding services and products.
  • Able to understand and respond back to customer inquiry, reviewing previous inquiries and responses, gathering & researching information, verifying customer understanding on the information and answer accordingly.
  • Provide support with issue resolution via chat /email.
  • Communicates in writing to customers on orders for missing information.
  • Handles customer complaints and chargebacks via email and phone.
  • Contributes to process improvements, Learning & development by giving inputs to the respective team.
  • Ensure proper escalation process is followed.
  • Ensure adherence to process and policy while resolving customer query.
  • Candidate shall be responsible for all risk management and compliance activities as applicable to this functional role.
  • Good listening and analytical skills. Ability to verbalize thoughts and should be a team player.
  • Knowledge of US geography will be a plus
  • Adapting to a rapidly changing environment. Perform other duties as assigned

REQUIRED SKILLS:
 
  • Communication Skills —Should have excellent communication skills and good Knowledge of English Grammar & Phraseology.
  • Professionalism and detail orientation.
  • Familiar with Web based technologies and good typing speed.
  • Friendly, resourceful, energetic and loves shopping.
  • Passionate for working in an entrepreneurial and start-up environment.
  • Fair knowledge of specific product categories (e.g., apparel, sporting equipment, electronics, baby products) a plus

Eligibility Criteria:
  • Bachelor’s Degree in Any discipline
  • Good to have some BPM experience


About Company

Trigent in a Nutshell-
Trigent is an offshore software development and application development company that specializes in creating world-class technology solutions and custom applications for software companies, enterprises, and online business customers. Trigent is a SEI CMM Level 4 and ISO 9001:2000 certified Software Services Company head quartered in Boston, USA. Trigent has attained Microsoft Gold Certified Partner status with its high degree of competency in Microsoft technologies.

Trigent was established in 1995 and has development centers at Boston, US and Bangalore, India. Trigent has fostered development of technologies from its in-house R & D teams that are patented and are used to provide high end business solutions.

What makes Trigent a place you want to work at?
We at Trigent are passionate about our work and our company. At Trigent high performance teams are built to achieve the challenging end goals. More importantly Trigent will be committed to grooming every single individual to achieve the chosen career path. The people are empowered to make decisions that are best for the company.

Trigent's Work culture is one of the best in the industry with our open door / no boundary policy where any employee has access to top management. Monthly 'Birthday Bash' programs, 'Sports and Cultural committees' adds bonding among Trigent family members and also make Trigent a lively place to work.

Our 'Employee Benefit' and 'Reward & Recognition' activities are most admired ones, which includes aspects like reimbursement of Certification Fee, Quarterly team lunch get together, quarterly 'Star'/ 'Sparkler' awards. Along with these, we have standard industry benefits like Relocation Allowance, Employee Referral Scheme Allowance, Wedding Gift etc. We also encourage Trigent employees to participate in Inter/Intra Company Competitions to exhibit their skills and talents.
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