Customer Service Representative for Global MNC BPO

A career opportunity exists for a Customer Support role in a Multinational Corporation Business Process Outsourcing (MNC BPO) setting. This position involves providing high-quality customer service while adhering to company policies, service level agreements (SLAs), and ensuring customer satisfaction.
Job Summary:

This role is responsible for delivering effective and personalized solutions through various communication channels, including voice-based support (telephone calls) and non-voice support (chat, email, or back-office work).
Key Responsibilities:
• Customer Interaction:
• Handle inbound or outbound customer calls, assist with troubleshooting, resolve issues, and answer queries regarding products or services.
• Respond to customer queries and concerns via chat or email, ensuring responses are clear, accurate, and timely.
• Maintain a positive, empathetic, and professional attitude towards customers at all times.
• Problem Resolution:
• Address customer issues efficiently by understanding their concerns and providing effective solutions, ensuring all customer queries are resolved to their satisfaction.
• Escalate unresolved issues to higher-level support teams when necessary and follow up on pending cases.
• Product Knowledge:
• Stay up-to-date with the company's products, services, and policies to provide informed responses to customer inquiries.
• Provide clear explanations and guidance to customers on the usage of products or services, troubleshooting steps, or any procedural information.
• Documentation & Record-Keeping:
• Accurately document all customer interactions, including issues, solutions, and feedback, into the CRM or support system.
• Ensure all data entered is accurate and complete to facilitate follow-up actions and reports.
• Adherence to SLAs & KPIs:
• Meet defined service level agreements (SLAs) and key performance indicators (KPIs), including first call resolution, average handle time, customer satisfaction, and quality metrics.
• Handle a set number of customer interactions daily, ensuring the quality of service is maintained.
• Customer Satisfaction:
• Strive to provide exceptional customer service that enhances customer loyalty and satisfaction.
• Handle difficult situations or dissatisfied customers with patience and empathy to maintain a positive customer experience.
• Team Collaboration:
• Work closely with colleagues and management to share knowledge, improve processes, and contribute to team goals.
• Participate in training sessions and team meetings to improve individual and team performance.

Qualifications and Skills:
• Education: A minimum of a high school diploma or equivalent is typically required; a graduate degree may be preferred in some cases.
• Experience: Previous experience in a customer service role, particularly in a BPO environment, is an advantage. Freshers with strong communication skills are also welcome.
• Skills:
• Excellent verbal and written communication skills (particularly for chat/email processes).
• Strong problem-solving abilities and the capacity to handle complex customer inquiries.
• Proficiency in using customer service tools, CRM systems, and Microsoft Office suite.
• Ability to multitask and manage time effectively in a fast-paced environment.
• A positive attitude, patience, and empathy when dealing with customers.

Work Environment:
• The job may involve working in shifts, including night shifts, depending on the clients requirements.
• Work will be conducted in a team-oriented and goal-driven environment.
Benefits:
• Competitive salary with performance-based incentives.
• Health benefits, paid leave, and other standard corporate benefits.

This role offers an excellent opportunity for individuals interested in building a career in customer service while developing strong communication, problem-solving, and team collaboration skills in a multinational setting.