Customer Contact Comms Associate-Voice

Skill required: Omnichannel - Customer Communications

Designation: Customer Contact Comms Associate

Qualifications: Any Graduation

Years of Experience: 1 to 3 years

What would you do
You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s.
Omnichannel refers to a seamless and integrated customer experience across multiple channels, such as online, in-store, and mobile. It ensures that customers can interact with a brand consistently, regardless of the platform they use. The goal is to enhance customer satisfaction and engagement. Key tasks involve coordinating marketing, sales, and customer service efforts across all channels.
Customer communications are interactions between customers and businesses using various channels spanning digital and in person touchpoints. Customer communications can happen over the phone, via text, over chat, or face to face.

What are we looking for
Respond to customer queries through email, chat, or phone in a professional and timely manner.
Troubleshoot customer issues by analyzing available information and identifying the root cause.
Provide accurate, high-quality, and first-time-right resolutions while adhering to SLAs.
Demonstrate strong logical and critical thinking to resolve complex customer concerns.
Escalate issues appropriately when required and collaborate with cross-functional teams.
Maintain detailed and accurate case documentation.
Ensure compliance with quality standards, policies, and procedures.
Continuously identify opportunities to improve customer experience and support processes.
Excellent verbal and written communication skills.
Strong analytical, logical reasoning, and critical thinking abilities.
Effective problem-solving and decision-making skills.
Customer-centric mindset with attention to detail and quality.
Ability to multitask, prioritize, and work in a fast-paced environment.
Proficiency in Microsoft Office and customer support/ticketing tools (e.g., ServiceNow, Zendesk, Salesforce) is an advantage.

Roles and Responsibilities:

In this role you are required to solve routine problems, largely through precedent and referral to general guidelines

Your expected interactions are within your own team and direct supervisor

You will be provided detailed to moderate level of instruction on daily work tasks and detailed instruction on new assignments

The decisions that you make would impact your own work

You will be an individual contributor as a part of a team, with a predetermined, focused scope of work

Please note that this role may require you to work in rotational shifts

Qualification Any Graduation