Job Title

Job descriptionRole Customer Support AgentLocation HyderabadPosition summary:A customer support agent in this role responds to customer queries over the phoneand email and provide support and resolution to existing/new queries on servicesprovided by the client.The agent will play an integral role in improving the customer experience byproviding fast, friendly, and effective service with accurate and personal solutionsto customer inquiries coming from across the world, not just India.Minimum eligibility:1) Education: Graduation is Mandatory (No B-Tech /B.E/BSC)2) Experience: Fresher/Experience (For B-Tech 1 year experience is mandatory3) Shifts: UK Shifts (Rotational)Roles and responsibilities:1) Manage large amounts of incoming phone calls2) Address customer complaints, research customer issues, provide appropriatesolutions and alternatives within the time limits; follow up to ensure resolution3) Escalate customer service issues, if required4) Update and process information accurately into the case management system(s)and spreadsheets5) Provide support to other teams tasked with resolving complex issues6) Clear Communication - during all conversations with customers over the phoneor email, use English that delivers information and solutions in an easy manner ascustomers will be calling from the across the world7) Follow communication procedures, guidelines, and policies8) Professional Focus - demonstrates a high level of personal and professionalintegrity when dealing with Customers. Treats all customers with empathy andrespect and consideration9) Teamwork consistently work together, trust in each other, engage inconstructive conversations for the good of the group10) Perform non-phone tasks whenever required - mailing, printing, copying,filing, report preparation, job aidsQualifications:1) Excellent in written and verbal English communication2) Strong phone contact handling skills, email writing skills and active listening3) Good problem-solving skills4) Professional & courteous in speaking and writing5) Ability to analyze data and diagnose the issue6) Ability to multi-task, work through multiple system for diagnosis, prioritize, andmanage time effectively7) Ability to liaise with customers at all levels8) Ability to handle and resolve complex customer calls9) MS Office Skills: Word, Excel, Outlook, Teams, PowerPoint, SharePoint.