Customer Service Representative

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About Etech :

Etech is a leading provider of customer engagement solutions and services utilizing inbound and outbound voice as well as web chat. For over a decade, we have been helping companies cost effectively acquire new customers and maximize profits by servicing and growing existing customers. We are a Tier One preferred provider for Fortune 500 companies and employ roughly 3,000 team members operating in 8 Global Centers (5 in the US, 2 in India, and 1 in Jamaica)

Shift: Rotational Night/US Shift

Working days: 5 days a week (Rotational week offs)

Job type: Full time/Permanent

Essential Responsibilities:

• Handle calls and emails with inquiries related to courses signed up by customers in timely manner. Respond to multiple calls or emails; gather and verify required information as appropriate.
• Understand customer’s reason to contact and attempt to provide solution following the specified guidelines.
• Empathize and use soft skills when customers are facing trouble with the offered services and focus on finding the suitable solution.
• Gather all required information while working on customer’s reason to contact and update tickets based on the communication or escalate the same to concerned department.
• Obtain all required information and relay the same to other departments as per the protocol. Be open and responsive to consistent coaching, take an active role in performance planning and goal setting. Be flexible in an environment by championing and embracing change.

We expect you to:

• Be Flexible in working hours which is a must.
• Comfort with and knowledge of how to use Microsoft Office, email etc.
• Excellent oral and written communication skills with superior typing speed; An unerring attention to detail.
• The ability to multi-task answering numerous chats/calls and navigating smoothly between both mediums.
• A professional demeanor with the ability to take ownership of every chat, call or email and find a solution for every customer.
• The ability to think on your feet in a fast-paced environment where messages over chat, call and email come fast and furious.
• Experience working as part of a collaborative team - we work together to make sure customers are able to use our products and services without any trouble and excellent experience is provided during every interaction.

Qualification Required:

• Any stream 12th Standard pass out / any stream Graduate / Post Graduate with 18 year’s age along with Excellent Oral & Written Communication skills can apply

Pay: ₹23,000.00 - ₹32,000.00 per month

Benefits:

• Commuter assistance
• Health insurance
• Leave encashment
• Paid sick time
• Paid time off
• Provident Fund

Work Location: In person