Experienced Customer Service Process Associate (Voice/Email) - Join arenaflex in Kolkata
Job Summary:
arenaflex is a leading global consulting and technology services company, and we're on the hunt for talented individuals to join our team as Customer Service Process Associates (Voice/Email) in Kolkata. As a key member of our customer service team, you will be responsible for providing exceptional customer experiences, resolving customer complaints, and ensuring timely and accurate responses to customer needs. If you're passionate about delivering outstanding customer service and have a strong desire to grow with a dynamic organization, we encourage you to apply for this exciting opportunity.
Job Description:
Customer Service Process Associate (Voice)
As a Customer Service Process Associate (Voice), you will be responsible for handling both outbound and inbound calls from customers or authorized third parties regarding all process and contingency situations arising due to any issues. Your primary goal will be to provide prompt and accurate responses to customer needs and requests, ensuring that customer complaints are resolved efficiently and effectively.
Key Responsibilities:
* Handle customer complaints during peak times and resolve issues and advise the best resolution available
- Provide prompt and accurate responses to customer needs and requests
- Compare and evaluate possible customer service solutions and decide which to recommend to customers to best meet their needs and circumstances
- Input data and verify information as it pertains to related systems as and when required
- Properly document each customer interaction in the servicing systems as defined by the process
- Ensure successful customer support through resolution of back-office tasks whenever not on calls
- Understand utilities and associated market participants
- Analyze data to design targeted marketing campaigns, such as sales fulfillment, customer retention, and information provision
- Evaluate and improve customer satisfaction, risk assessment, and management
- Identify factors important to clients and handle customer complaints
- Ensure customer-based quality parameters are measured and tracked
- Manage Vulnerable/Priority customer tasks/processes in the realm of the process
- Ensure privacy is maintained for customer-related information/assets
Customer Service Process Associate (Email)
As a Customer Service Process Associate (Email), you will be responsible for ensuring successful customer support through resolution of back-office tasks, understanding utilities and associated market participants, and analyzing data to design targeted marketing campaigns. Your primary goal will be to provide excellent customer service and resolve all-in-scope exceptions at one go.
Key Responsibilities:
* Ensure successful customer support through resolution of back-office tasks
- Understand utilities and associated market participants
- Analyze data to design targeted marketing campaigns, such as billing and debt explanation, customer retention, and information provision
- Evaluate and improve customer satisfaction, risk assessment, and management
- Identify factors important to clients and handle customer complaints
- Ensure customer-based quality parameters are measured and tracked
- Manage Vulnerable/Priority customer tasks/processes in the realm of the process
- Assess customer credit and debt profile
- Ensure privacy is maintained for customer-related information/assets
Person Specification:
Knowledge/Experience:
* Exceptional conversation skills
- Proficient in active listening skills
- Strong language skills; ability to articulate clearly and to be understood
- Demonstrated ability to adapt to diverse conversational styles
- Strong ownership skills
- Experience in managing ownership of issues and overall customer experience
- Demonstrated ability to negotiate and properly handle objections with customers
- Ability to stay current on company policies, procedures
- Demonstrated ability to set proper expectations
- Strong relationship building skills
- Ability to relate to customers and assess needs quickly
- Ability to transition from a rapport-building to account-specific discussion
- Quick Response Time
- Ability to switch to voice channel and back-office work as per process demand
- Ability to retain knowledge as per the line working on
Competencies/Skills:
* Strong Communication & Analytical Skills
- Strong customer service skills
- Strong negotiation skills and quick understanding of customer requirements
- Ability to be polite and courteous and helpful at all times
- Ability to interpret customer queries and requirements
- Strong ownership skills
- Strong relationship building skills
- Ability to work in a target-oriented environment
- Multi-tasking
Mandatory Requirements:
* EP ID is mandatory for eligibility of the interview. Follow the below steps to register and mention the EP ID on your resume: 1. Visit https://ibegin.tcs.com/iBegin/ 2. Click to login. 3. Click New user (Register with us). 4. Select "BPO" in areas of interest and complete the registration (Fill the details). 5. Once completed, your EP ID would be generated which starts from EP2024CNXXXX. 6. You will receive the EP ID on your personal e-mail ID.
What We Offer:
* Competitive salary and benefits package
- Opportunities for career growth and professional development
- Collaborative and dynamic work environment
- Recognition and rewards for outstanding performance
- Comprehensive training and support
- Flexible work arrangements and work-life balance
How to Apply:
If you're passionate about delivering exceptional customer service and have a strong desire to grow with a dynamic organization, we encourage you to apply for this exciting opportunity. Please submit your resume and EP ID to [[email protected]](mailto:[email protected]).
Note:
arenaflex is an equal opportunities employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and supportive work environment that values diversity and promotes equal opportunities for all employees.
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