Customer Service Executive
Subtitle - Process Associate
MNC in KOLKATA is Looking for YOU !
• Excellent English Communication Skills required
• Candidate should be okay with Night Shift
• Candidate based in Kolkata can only apply
• Work from Office Job
• International Inbound Voice Calling (US Medical Process)
• Fixed Sat & Sun (Weekend) off
• Both fresher & experienced can apply
• Min Qualification - 12 Pass / Diploma
• In hand Salary – 12.5k to 18.5k (depending on experience & current CTC)
• Attendance Allowance – 1k Month (12k Annually)
• Quarterly Bonus – 2k, Half Yearly Bonus – 3k & Yearly Bonus – 10k (Total 15k Annually)
• Lucrative Monthly Incentives (Performance Based)
• No Target, No Sales Job
• Shift Timing - 5.30 pm to 7 am (Any 9 hours shift)
• Free Drop Facility Available
• Location - Salt Lake, Sector 5
• Candidate should be ready for Immediate Joining on Selection
About
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Roles & Responsibilities:
1. Answer incoming calls and respond to customers
2. Management and resolve customer complaints.
3. Research required information using available resources
4. Document all call information according to standard operating procedures
5. Forward the complaint to the concerned area technician
6. Resolve escalated customer complaints
7. Complete call logs and reports
8. Manage large amounts of inbound calls in a timely manner
Skills:
1. Proficient in relevant computer applications
2. 10th pass or any higher education
3. Excellent data entry and typing skills
4. Superior listening, verbal, and written communication skills
5. Ability to handle the stressful situation appropriately
6. Fluent in Kannada and English.
7. Ability to multi-task, set priorities and manage time effectively.
Job Types: Full-time, Regular / Permanent
Schedule:
- Rotational shift
Education:
- Higher Secondary(12th Pass) (Preferred)
Language:
- Kannada and English (Preferred)
We are looking for self-driven individuals with great problem solving and customer service skills to fill Associate positions within the Operations group. The successful candidate will be responsible for providing day-to-day customer support for all services supported within the Stockal platform. Must be well versed in Excel.
Responsibilities:
Direct interaction with clients globally to resolve technical and non-technical related queries.
Assist clients to comply and complete onboarding on the Stockal Platform.
Respond to client requests- inbound, outbound, chat, email.
Requirements:
University graduate preferred.
Customer services experience or an equivalent combination of education and experience from which comparable knowledge can be acquired.
Previous experience working with financial services and products preferred.
Excellent interpersonal, written and verbal communication skills.
Teamwork.
Customer service and satisfaction are key priorities for the firm.
Candidates must be aware of the impact of their actions on internal and external clients.
Flexible working in shifts.
Roles and Responsibilities
Provide regular updates to clients on the progress of customer service projects and campaigns that directly affect each client.
Develop open and effective channels of communication with each client that can be employed by other departments as well.
Coordinate internal projects and determine the best utilization of resources to increase customer satisfaction.
Encourage revenue growth by inspiring clients to purchase accessories and additional services.
Become the reliable point of contact for each customer that is required to establish a strong business relationship.
Job Responsibilities:
- Having a proactive customer support approach
- Testing product features as assigned
- Build & strengthen customer relationships
- Lead scoring and qualification
- Manage incoming chats, emails and handle appropriate follow-up calls and emails
- Address, resolve, and record any customer issues that arise pertaining to business growth, billing, and general account satisfaction
- Demonstrate the value of the platform to our customers every day by providing amazing customer support
- Maintain existing customer success metrics and data as directed
Job Requirements:
- Excellence at Googling stuff and spoken English
- Ability to meet deadlines and decent depth of thought process
- Capable of operating without much supervision while still producing results
- Not being camera shy and great presentation skills
- Motivation to pursue customer success as a career
- Understanding the basics of customer support such as treating customers with respect, empathy, and understanding
- Technical understanding and ability to troubleshoot and resolve technical problems
Note: The applicant should be comfortable with both the timings, Day Shift Timings as well as the US Shift Timings.Shifts will be rotational.
Brownie Points If - You are great at video presentation and love engaging with customers through videos
Their services are available across the globe, with over 65% of their client base being from US, UK, and Canada. The company's primary focus is on Ayurveda and taking the ancient knowledge to anyone who wishes to bring back balance to their health and apply the tools in their everyday life.
- Maintaining a positive, empathetic, and professional attitude toward customers at all times.
- Serving customers by providing product and service information and resolving product and service problems.
- Attracting potential customers by answering product and service questions and suggesting information about other products and services.
- Knowing company's products inside and out so that queries can be handled well
- Handling queries from international customers on call, email & social media.
What you need to have:
- Candidate should be ready to work during night shift (US working time)
- Experience of providing support to international customers on call or chat process preferred
- Excellent fluency in spoken English
- Proven work experience of Customer interactions.
- Capable of speaking in American accent (preferred)
- In-dept understanding of customer service practices
- Excellent written and verbal communication skills in English
- Teamwork and motivational skills\Ability to handle multiple tasks, work in a fast- paced environment and meet deadlines.
- Should have Good follow up skills
- Should be Honest and Self Disciplined
- Excellent Team player and Quick learner
- Graduate
- English Hons. (Preferred)
> Team Management & Delegation
> Customer Management
> SAP SuccessFactors Knowledge (EC or ECP preferable)
> Identify new opportunities in the designated accounts
Job Description:
> You will be assigned 4-5 large SAP SF customers who have already implemented SF.
> Managing Support Consultants to handle customer requests/tickets analyse recurring problems to decrease volume of tickets
> Propose new and out of the box solutions within SAP SF to customers and manage any escalation.
> Identify new opportunities at the customers based on existing pain-points & proposing effective solutions available within SAP SF.
This role demands a mix of team delegation, customer first approach, out of the box solution thinking and business acumen to upsell additional SF modules.
About Rolling Arrays Consulting:
Rolling Arrays provides HR Software and HR System Implementation Services (SAP SuccessFactors, Qualtrics, Reimburse, CICO, eFile, eAuthoring) to Clients in Singapore, Malaysia, Australia, UAE, Hong Kong. Rolling Arrays (RA) was featured as Singapore’s Top 75 fastest growing companies by the leading newspaper of Singapore - The Straits Times in 2021 where RA was ranked 48.
Rolling Arrays has 2 lines of businesses:
HR System Implementation Services:
Rolling Arrays is regarded as number ONE mid-size firm in the South East Asian Market with a strong track record of 12 Years and more than 200 enterprise level HR Technology Implementation projects till date.
HR Software Products in Rolling Arrays’ portfolio (partner’s products and own products):
• SAP SuccessFactors (World’s leading End to End Cloud HR Software solution)
• Qualtrics (World’s leading Experience Management Software)
• Reimburse (AI Enabled Travel & Expense Management Software for Enterprises)
• CICO (Intelligent Time Capture Machine, a software alternative to Physical Biometric Devices)
• eFile (Digitize and contextualize all employee documents in one place)
• eAuthoring (Author and publish your own learning content to capture tacit knowledge in the organization)
Our client is a Community Commerce company that focuses on fashion and accessories. Their community network and technology is leading a rejig of Fashion retail and supply chain in India. Their network creates users as buyers and sellers at the same time, offering unbeatable prices on products and rewards for sharing deals across social media.
The founders are alumnus of prestigious tech and business institutes, with expertise and experience with ECommerce and distribution facilities. They have ensured quality and fashion with the factory price tag, that works best when shared rapidly with communities on social networking.
As a Jr.Customer Support Executive, you will be managing and building strong relationship with the customer.
- Maintaining a positive, empathetic and professional attitude toward customers at all times.
- Responding promptly to customer inquiries.
- Communicating with customers through various channels.
- Acknowledging and resolving customer complaints.
- Providing feedback on the efficiency of the customer service process.
- Ensuring customer satisfaction and provide professional customer support
- Follow up on order status with internal teams.
- Convert Cancelled and Pending orders by calling customers.
- Effectively speaks, writes and presents clearly with persuasion.
What you need to have:
- Preferably experienced in dealing with fashion products.
- Command over MS Excel
- Enthusiasm to work with a passionate team.
- At least 1 year of working experience
- Fluency in English, Hindi, Kannada. Tamil & Telugu (preferred)
- Good E-Mail writing skills (Must)
Experience: 0 to 2 years
Annual CTC: Rupees 2,50,000 to 3,00,000
Responsibility
- Manage largeamounts of incoming phone calls.
- Identify and assess customers’ needs to achieve satisfaction.
- Build sustainable relationships and trust with customer accounts through open and interactive communication.
- Provide accurate, valid and complete information by using the right methods/tools.
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
- Keep records of customer interactions, process customer accounts and file documents.
- Follow communication procedures, guidelines and policies.
- Take the extra mile to engage customers.
Requirements
- Must be Graduated or Post-Graduated.
- Should have at least 1 year of proven customer support experience or experience as a Client Service Representative.
- Strong phone contact handling skills and active listening.
- Familiarity with CRM systems and practices.
- Customer orientation and ability to adapt/respond to different types of characters.
- Excellent communication and presentation skills.
- Ability to multi-task, prioritize, and manage time effectively.
2. Developing a deep understanding of our product to help customers (mainly doctors)
3. Empathizing with customer needs and finding the best possible solution to quickly resolve their queries
4. Developing interpersonal skills working with a diverse customer base
5. Coordinating with the internal development team as and when required to ensure that bugs are resolved
6. Focusing on the quality of work and documentation of the action as well