Customer Service Executive
NCC Group · Pune · onsite · Posted 41d ago
UndisclosedFresherfulltimeSourced from
About a minute. You'll make an account on the way through.
About this role
Roles and Responsibility
Key Responsibilities
- Handle customer queries through live chat / messaging platforms
- Provide clear, accurate, and grammatically correct responses
- Resolve issues within defined TAT, SLA, and quality guidelines
- Manage multiple chats simultaneously (concurrent) with efficiency and accuracy
- Document interactions and outcomes in CRM/ticketing tools
- Follow SOPs, knowledge base articles, and compliance requirements
- Escalate complex or unresolved issues as per process guidelines
- Meet individual and team productivity, quality, and adherence metrics
Key Skills
- Excellent written and spoken English communication, minimum B2 level proficiency as per the CEFR (Common European Framework of Reference for Languages) is required
- Strong grammar, sentence construction, and clarity
- Ability to multitask and manage concurrent chats
- Customer-centric mindset with problem-solving skills
- Attention to detail and process adherence
- Clearly understand clients with different accents.
- Communicate clearly with customers across different accents and contexts
Preferred (Good to Have)
- Prior experience in International Chat / Email Support
- Prior experience in the Telecom domain is an added advantage.
- Exposure to CRM tools (Salesforce, ServiceNow, etc.)
- Understanding of KPIs such as AHT, FCR, CSAT, QA scores, SLA, TAT
Work Location - Pune - Hinjewadi - Work from office only
Shift - Flexible
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
Sourced from naukri
Skills
Customer ServiceCSATQAServicenowcrmEnglish Communicationtelecom domainCustomer QueriesEmail SupportconstructionLive ChatSLAconcurrentinternational chatticketingsalesforcecomplianceCRM ToolsTelecomAht
About NCC Group
NCC Group
IT Services & Consulting
750
employees
1999
27 years old
Manchester
United Kingdom
₹5.7L PA avg
Avg at NCC Group
About
NCC Group offers global information assurance solutions, specializing in security testing and software verification to help organizations mitigate cyber risks effectively.
Industries
IT Services & Consulting
Employee ratings
10 reviews
4.4/ 5
Culture
4.2
Career growth
3.8
Work-life
4.3
Employees rate it well for
Overall Company44Company Culture43
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