Associate - Customer Care - Voice 5A

Role Overview

Responsibilities

• Handle incoming queries by phone, email, chat, or social media.
• Provide information about products, services, and policies.
• Resolve complaints, escalate issues, and coordinate with other departments.
• Follow SOPs and maintain accurate CRM or database records.
• Analyze problems, provide solutions, and support issue resolution.
• Maintain quality standards, attend training, and improve process knowledge.
• Enter customer data and prepare feedback and service-efficiency reports.
• Identify upselling and cross-selling opportunities to support customer retention.
• Gather feedback and recommend customer service process improvements.

Qualifications

• Bachelor's degree in Business Administration, Communication, Hospitality Management, Information Technology, or Marketing.
• Upper-intermediate English proficiency at B2 level.

Required Skills

• Account maintenance, customer care, customer experience, and customer service.
• Fraud detection, fraud disputes, online customer support, and online transaction processing.
• Sales support, speech analytics, technical support, third-level support, and virtual administrative support.

Workplace and Schedule

• The posting identifies the work arrangement as office work in Noida, India.
• The shift is listed as any shift in India.

Additional Information