International Voice Process

• The Associate - Customer Service represents the Service Center which is responsible for delivering timely and accurate customer service through all the mediums i.e. on phone, web chat, eService emails. The Customer Service Specialist post Go-Live/Certification is required to be an efficient communicator who is well versed with CS tools, domains, client plans and provisions. He/she reports to the assistant manager or manager and may be aligned to one or multiple clients across various domains. She/he is required to effectively communicate complex client plans and provisions aimed at driving first call/ chat/ mail resolution. She/he is expected to provide effective solutions within the scope of defined client plans and provisions helping the participants make an informed decision. He/she will be required to adhere to Client Level & internal Service Level Agreements and creates a positive participant experience through their knowledge, personal service, confidence building and timely resolution. This role may be leveraged across multiple teams.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
• Answer calls, chats & mails with an approach to deliver positive customer satisfaction
• Articulate complex client plans and provisions in a simplified and understandable manner helping participants make an informed decision
• Focus on First Call/ chat resolution & accurate research initiation
• Maintain internal & client defined quality on calls/ chats/mails
• Understands and contributes positively in meeting client SLAs & targets
• Ensures Customer Service Representative, Team & Client level targets (Customer Satisfaction, Service Level %, Average Handle Time, Session Time, Wait Time, First Call Resolution, Abandon Rate, Call back timeliness etc.) are met or exceeded consistently
• Take complete ownership of self-learning & development

Role Requirements: -
• Any Qualification
• 0-5 yrs of Experience for Associate Level
• Excellent verbal (voice) and written (chat & email) communication skills with least grammatical errors
• Strong Customer Service Orientation
• Excellent comprehension and articulation of client specific plans and provisions
• Working knowledge of computers (Diploma / short term course)
• Appropriate Typing speed to be able to efficiently manage documentation during/post interaction

Working Days: 5 Days working with Rotational Week off
Notice Period: Immediate

Shift Timings:
• US Shift - Should be flexible to work in Night Shifts.
• Cab Facilities will be provided.

Job location: Chennai
Salary For Freshers Salary Upto 2.5L CTC PA For Experienced Salary Upto 5L CTC PA

Rounds of Interview
• Online Assessment Test Laptop/Desktop with Webcam required to take the test
• Technical & HR Discussion

Regards, Leena 8148+38621 HR - Oxilum

Role:Non - Tech Support - Voice / Blended
Salary: 2,50,000 - 5,00,000 P.A.
Industry:Financial Services
Functional AreaCustomer Success, Service & Operations
Role CategoryVoice / Blended
Employment Type:Full Time, Permanent
Key Skills
BPOInternational Voice Process
WiproCognizantCustomer ServicezohoTCSAccentureHPInboundHCLCustomer RelationshipCustomer SupportInfosysIBMTechnical SupportHealthcareAmazonCapgeminiWNSCustomer Handling Skills highlighted with ‘‘ are preferred keyskills
Education
UG:Any Graduate
Company Profile
Oxilum Technologies
Oxilum Technologies was founded in 2015 in order to support clients across all sectors to manage their people challenges more effectively. By offering commercial no-nonsense HR support, we help clients to grow their businesses by ensuring that their people are engaged and motivated to deliver. We are unique in the sense that we offer all HR under one roof. Whether it's an extra pair of experienced hands, a project, leadership coaching or supporting an acquisition we can help.In today's highly competitive world it is more important to get the human resources with the right skillsets for organizations to compete and grow. We provide our Recruitment firm and Executive Search services for a wide range of industries like ITES / BPO, Call centre, Financial Services, Telecom etc... As a team, we work to provide the best services to our clients and candidates.. Well Oxilum Technologies is a Chennai based manpower recruitment firm and training centre catering to the recruitment needs of Organizations from across Industries throughout India