Associate / Sr Associate - Query Management - iRefer

Position Summary

Responsibilities

• Manage large amounts of customer chats, incoming/outgoing phone calls and email exchanges from the customers across the globe
• Address customer complaints, research customer issues, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Present and sell company services to current and potential customers
• Resolve customer issues on timely manner
• Update and process information accurately into the system(s)
• Escalate customer service issues, if required
• Update and process information accurately into the case management system(s) and spreadsheets
• Provide support to other teams tasked with resolving complex issues
• Clear Communication - during all conversations with customers over the phone or email, use English that delivers information and solutions in an easy manner as customers will be calling from across the world
• Follow communication procedures, guidelines, and policies
• Professional Focus - demonstrates a high level of personal and professional integrity when dealing with Customers
• Teamwork - consistently work together, trust in each other, engage in constructive conversations for the good of the group

Qualifications

• Excellent in written and verbal English communication
• Strong phone contact handling skills, email writing skills and active listening
• Good problem-solving skills
• Professional & courteous in speaking and writing
• Ability to analyse data and diagnose the issue
• Ability to multi-task, work through multiple system for diagnosis, prioritize and manage time effectively
• Ability to liaise with customers at all levels
• Ability to handle and resolve complex customer calls
• MS Office Skills: Word, Excel, Outlook, Teams, PowerPoint, SharePoint

Eligibility Criteria

• Qualification – Graduation/Under-graduation both are eligible
• Fresher and experience both are eligible
• BE/Btech fresher and Masters fresher are not eligible
• Btech and Master qualification requires minimum 1 year experience

Work Details

• Role: Full-time (work from office)
• Location: Hyderabad
• Process: International Process
• Functions/Department: Operations
• Reporting to: Team Leader

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