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Customer Service Representative - Voice Process

Keywords / Skills : Voice Process, Customer Service Representative, Customer Care Executive, Sales Executive, International BPO, Call Center Executive, Night shift, Inbound, CSR, Call Center

1 - 6 years
Posted: 2019-10-22

Job Description

JD for Customer Service Representative (Voice Process):

Job Title:
Customer Service Representative (Voice Process)


Reports To:
Team Leader, Operations


Summary: The Customer Service Representative is responsible for ensuring efficient, high-quality service to the customers by ensuring their concerns are resolved in first attempt (First Call Resolution) via call.
Role and Responsibility:
• Answer inbound calls within guidelines/goals established by the client.
• Listen actively, converse well on phone with East Coast customers and be confident on calls.
• Assist Customers who will call in to seek assistance not limited to:
• Addition/Removal of services
• Upgrade/Downgrade their services
• Billing and Account related inquiries.
• Focusing to ensure customers are given all the required support and ensure their concerns are resolved in first attempt. (First Call Resolution)
• Consistently achieve call quality score goals to meet client and customer satisfaction goals as well as maintain First Call Resolution.
• Superior Customer Service Skills
• Be savvy, because most of the customers will call while they are travelling and need to ensure we do not waste their time.
• Understand the vast process product line-up and provide the right plan based on their requirement.
• Work on different platforms to access customers account.
Required Skills:
• Must be self-motivated, driven to succeed and ready to hit the ground running
• Customer Focus Attitude
• Excellent Listening Skills
• Strong Verbal Communication
• Building Relationships
• People Skills (empathetic and willingness to serve others)
• Interpersonal Savvy
• Problem Solving

About Company

Etech Global Services provides fully customizable contact center solutions that suit all of your business needs. Etech Global Services is the leading provider of intelligent sales, service and technology solutions specializing in inbound and outbound voice and live chat services.
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