GBS Operations Customer Care Representative-11

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Job Description:

The US NASA Customer Care Representative (CCR) will be responsible for delivering exceptional customer service to US-based clients through calls, chats and emails, and other communication channels, depending on the business requirements. This role requires strong communication skills, the ability to handle customer queries effectively, and a proactive approach to problem-solving. CCRs are expected to maintain professionalism, demonstrate empathy, and ensure customer satisfaction while adhering to process guidelines. Key Responsibilities: ·        Handle inbound and outbound customer calls with professionalism and clarity. ·        Provide accurate information and solutions to customer queries related to their accounts, gigs, and other queries. ·        Maintain high-quality standards in communication and production. ·        Document customer interactions and update systems accurately. ·        Collaborate with the quality team and team leaders to resolve issues promptly if required. ·        Contribute to the team by meeting productivity, quality, and KPI goals. ·        Stay updated on process changes, process knowledge, and service guidelines. Knowledge & Skills: ·        Excellent verbal and written communication skills in English. ·        Strong interpersonal skills with active listening ability. ·        Customer-centric mindset with problem-solving attitude. ·        Ability to stay composed and deliver quality service under pressure. ·        Basic proficiency in MS Office (Word, Excel, Outlook, PowerPoint). ·        Require an organized, dependable, and self-motivated attitude. Qualifications & Experience: ·        Graduation should be completed in any stream. ·        Prior US-based customer service experience - Preferred. Other Requirements: ·        Should be ready to work for India's night shifts including graveyard shifts. ·        Should be ready to work on weekends (Saturday & Sunday) ·        Work from the office is mandatory.

Employee Type:   Permanent UPS is committed to providing a workplace free of discrimination, harassment, and retaliation.