urgent requirement for Customer Support Executive in Teleperformance Full Time

Dear candidates,

Job Description
1
Job Title Department
Project/Client Effective Date Location
Customer Support Executive Caption Call 28/06/2018 Gurgaon
Contract
Permanent Employment
Grade
NA
Salary
25K , 26K & 27K
Internal references
Internal Resource
JOB SUMMARY/ OVERVIEW
Helping clients to caption their telephone calls. Assisting customers to communicate confidently
with friends, family and colleagues by phone. Utilize excellent listening & verbal skills to enable
Caption Call customers not to limit the quality of their phone conversations.
Reports to : Vice President Operations
Responsible for : professional and efficient customer service to all the clients involved
KEY RESPONSIBILITIES AND ACCOUNTABILITIES
Provide phone support for Global customers.
Be responsible to deliver a high quality, customer-driven, support service resolving
customer enquiries at the first point of call wherever possible.
Demonstrates confidence and willingness to resolve customer requests or
queries.
Maintain and improve Customer Satisfaction by delivering against those initiatives
that have been identified as crucially important during each and every customer
support engagement
Ability to assess customer sentiment at all stages during the communication, to
take the lead in escalating an issue on behalf of the customer and to arrange for a
supervisor to mediate in the interaction if deemed necessary by you or if requested
by the customer.
Manages all customer communication with the appropriate level of etiquette,
timeliness and professionalism, whilst working towards achieving agreed
operational targets.
Can interact effectively with the personnel, tools & resources in the
Customer/technical Services team to help resolve customer issues (escalation points,
knowledgebase tools, internal applications etc.)
Completes all training and development activities in timely manner
Understanding of escalation handling procedures.
MAIN JOB REQUIREMENTS
Service hours 24*7 , Rotational Shifts
Qualification Under Graduates or Graduates in any stream
Experience Graduate Fresher or under Graduates with 6 to 12 months of international
BPO technical/Customer support experience.
Skills required
Job Description
2
Communication Listen attentively and resolve customers issue effectively. Should be
sensitive about customers information
Customer Focus Build credibility with the customer by using empathy and should
patiently resolve even irate customers issues. Should be courteous , energetic and
engaging while dealing with customers
Learning Orientation To keep himself/herself updated about the latest happenings
around and asks questions which impacts customers delight
Result Orientation Should know how to prioritize work and use the available resources
effectively, Should be able to take ownership for own results and reach out for support
proactively
REQUIRED COMPETENCIES (PROFICIENCY LEVELS 1 TO 5, WITH 1 LOWEST , 5
BEING HIGHEST )
LEVEL OF
PROFICIENCY
Technical Competence
Proficiency to work on computers for data entry 3
Core Competencies
Strong listening skills
Personal motivation
Trustworthy judgement
Personal integrity
Team work orientation
Ability to be focused and organised.

Thanks & Regards

Piyush Tyagi

9456678679

Tagged as: customer service (international)