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Excellent written, verbal, listening, analytical and logical skills

Keywords / Skills : Customer Support

1 - 3 years
Posted: 2019-07-21

Industry
ITES/BPO
Function
Customer Service/Call Centre/BPO
Education
Bachelors
Degree
Posted On
21st Jul 2019
Job Ref code
126339
Job Description
Job Description :

Key Job Description/Responsibilities
Provide effective and timely resolution for all voice and non-voice interactions (phone, email, self-service tickets, chats and voicemail) with end users. Analyze and resolve incidents and service requests regarding use of application software or hardware. Document every incident and support request in the CRM tool and ensure the tickets are closed or escalated as appropriate. Should have basic knowledge about computer software and hardware. Should stay informed about ongoing issues/outages, changes in environment that are communicated via email and other channels regularly. Meet key performance indicators like Customer Satisfaction Survey scores, Contact Quality, First Call Resolution, and Schedule Adherence and participate in individual/group coaching sessions. Create a positive customer support experience and build strong relationships through deep problem understanding with a consummately professional attitude. Should be a self-motivated achiever who gains satisfaction from providing excellent customer service. Should be a quick learner and team player. Should be flexible to work in different shifts as ISS-Technology works 24 x 7. Avoid unplanned time off from work as this would have major impact on our business. Excessive unplanned absence may result in disciplinary actions including termination of your services. Adheres to Code of Ethics, Vision, Mission and Core Values.
Key Skill(s)

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