Customer Support - Phone Specialist

Job Description

We are hiring Operations/Phone Specialist for our Customer Support departments. What we do as a business is we provide “solutions” to our customers. This solution is a combination of “technology” plus “service”. The company has the technology but we are looking for someone very service oriented and a problem solver. These are large clients we work with, so we are looking for someone who can create a relationship with the clients, understand their needs and provide a “solution”. Every client says they are different, but they are more similar than they realize. We have the unique opportunity to look at the same problem across the industry, find the best practice and solution and recommend that to our clients. What we offer today is a necessity, a need.

We as a company are in an extremely fortunate position to be in the right position at the right time, and we have more clients than we can handle. So this person should be able to realize that, and handle the clients accordingly. The solution we provide will immensely improve our customer’s operations, we just have to be able to explain it clearly and succinctly. There is always more than one way to solve a problem. Looking for someone who can take initiative, think creatively and use the various resources at their disposal to solve problems. The ability to clearly communicate, both verbally and written, is a requirement. What we value above all is diligence. We have an excellent team and if we see you putting in your 100%, the rest of the team will go out of its way to lift you up until you are in a position where you are helping others.

RESPONSIBILITIES

• Manage large amounts of inbound and outbound calls in a timely manner
• Follow communication “scripts” when handling different topics
• Greet customers warmly and ascertain problem or reason for calling
• Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
• Build sustainable relationships and engage customers by taking the extra mile
• Provide accurate, valid and complete information by using the right methods/tools
• Frequently attend educational seminars to improve knowledge and performance level
• Suggest solutions when a product malfunctions
• Attempt to persuade customer to reconsider cancellation
• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution
• Meet personal/team qualitative and quantitative targets

Requirements

• Strong phone and verbal communication skills along with active listening
• Ready to work on India Night shifts
• International calling experience must (Preferably US)
• Familiarity with CRM systems and practices
• Customer focus and adaptability to different personality types
• Ability to multi-task, set priorities and manage time effectively
• Graduate, in any stream
• Excellent communication skills – both verbal and written
• Business acumen with a problem-solving attitude
• Someone who thrives in a very fast past, quickly evolving environment.
• Comfortable to working in the US shift hours.

Benefits

• Competitive salary
• Awesome work environment at a company with a huge vision