India • Kolkata

Customer Service Associate

Job Purpose

The Customer Service Associate is required to provide Support to OnProcess’s Client in returning defective and active equipment. The support is via phone, email and chats.\

Duties and Responsibilities

  • Provide focused assistance by telephone, email & Chat.
  • Providing information about products return and methods.
  • Keeping records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
  • Use basic CRM systems to manage cases.
  • Use knowledge-bases to share information about known issues.
  • Assists in the creation of product support documents, as required.
  • Working continuously on a task until completion (or referral to third parties, if appropriate).
  • Multi-tasking – prioritizing and managing multiple open items at one time.
  • Rapidly establishing a good working relationship with customers and other professionals, such as Engineers, PSDMs, and Co-Ordinator.
  • Addresses all internal and external customer issues and concerns in a professional and timely manner to a successful resolution

Qualifications and Work Experience

  • Should be minimum Class XII.
  • Should have at least 1 year experience working in an international voice process.

Essential Skills

  • Excellent communication skills in English (verbal & written).
  • Excellent listening and questioning skills, combined with the ability to interact confidently with clients to establish what the problem is and explain the solution.
  • The ability to work in a team.
  • Problem solving skills.
  • Strong customer focus.
  • Attention to details.
  • Critical thinking
  • Should be flexible to work in 24×7 environment