Coppergate Consultants Hiring for Customer Service (international) at Pune Full Time

Job Description

Company website: http://www.concentrix.com/

Title : Subject Matter Expert

Process : Operations

Gender : Male/Female

No. of Positions : 8

About Process :

Provides the most technical advanced support by handling complex customer cases, while under minimal supervision

Respond to escalated and unresolved calls, and questions from less experienced Technical Support Advisors

Identify, investigate, research and provide resolution on user questions and problems; including hardware, software, networking, or other designated client products

Extensive knowledge of the organization, products, and/or services is required

Follow appropriate escalation path to resolve technical issues; including making follow up outbound calls to customers or other parties as needed

Solve problems that are generally unstructured and require extensive use of conceptual thinking skills

Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)

Greet customers in a courteous, friendly, and professional manner using agreed upon procedures

Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer

Clarify customer requirements; probe for understanding

Prepare complete and accurate work including appropriately notating accounts as required

Participate in activities designed to improve customer satisfaction and business performance

Provide a high level of technical support via telephone and/or other electronic mediums for a major product category up to 5% of assigned shift, provide guidance to Support Professional in problem solving and using resources up to 5% assigned to shift

Coach and train support professionals in technical skills, customer service, and applicable processes, assist with support professional technical development by evaluating the performance and providing appropriate feedback, act as an escalation point in the absence of a team leader

Provide reporting analysis as necessary

Location : Pune- Aundh

Requirement :

Advanced knowledge of client technical systems

Courteous with strong customer service orientation

Ability to effectively communicate, both written and verbally

Ability to learn including strong problem solving skills

Minimum Experience of 2 years

Dependable with proficient attention to detail

Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly

Ability to work as a team member, as well as independently with minimal supervision

Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner

Based on location and/or program, additional experience/skills may be required

Able to rotate shifts, as needed

Education : Graduate

Shift timings : 24/7 rotational shift

Transport Boundaries : Please source candidates nearby Location

Transport Facility : Available

Salary Range : Upto 6 LPA – 7 LPA

Weekly Off : Sat and Sun Fixed Off

Age : Upto 35 years

USP : Growth, Opportunity, Week Off

Job Type: Full-time

Salary: ₹600,000.00 – ₹700,000.00 per year

Schedule:

• Rotational shift

Education:

• Bachelor’s (Required)

Experience:

• International BPO as a Technical support: 2 years (Required)

Shift availability:

• Day Shift (Required)
• Night Shift (Required)
• Overnight Shift (Required)