Fortuco Resource Pvt. Ltd Hiring for Customer Care Executive ( WFH ) BPO Inbound Voice Process at Kolkata, West Bengal Full Time

Key Responsibilities and Accountabilities

Provide on-line support for customers.

 Resolve known customer issues through the use of a knowledgebase, direct use of product and tools,

product user guides, and other reference materials

 Be responsible to deliver a high quality, customer-driven, support service resolving customer

enquiries at the first point of contact wherever possible.

 Assist customer in resolving any open requests for support, assistance, information on upgrading etc.

 Demonstrate ownership and willingness to resolve issues in a timely manner. Demonstrates

confidence and willingness to resolve customer requests or queries.

 Maintain and improve Customer Satisfaction by delivering against those initiatives that have been

identified as crucially important during each and every customer support engagement, for voice

 Deliver First Incident Resolution by handling customer requests and resolving customer issues as

often as possible during the first contact.

 Ability to assess customer sentiment at all stages during the communication, to take the lead in

escalating an issue on behalf of the customer and to arrange for a supervisor to mediate in the

interaction if deemed necessary by you or if requested by the customer.

 Manages all customer communication with the appropriate level of etiquette, timeliness and

professionalism, whilst working towards achieving agreed operational targets

 Can interact effectively with the personnel, tools & resources in the Customer/technical Services

team to help resolve customer issues (escalation points, knowledgebase tools, internal applications

Required Skills and Qualifications :
Service hours– 24*7 , Rotational Shifts

Education 12th / Graduate any stream

Experience/Fresher both can apply

Excellent Verbal English Communication

Permanent Work From Home (Pan India)

Should have their own laptop and WIFI connection

Laptop configuration : 4GB RAM, i3 processor, Windows 10

Communication – Listen attentively and resolve customers issue effectively.

Should be sensitive about customer’s information.

Customer Focus – Build credibility with the customer by using empathy and

should patiently resolve even irate customers issues. Should be courteous ,

energetic and engaging while dealing with customers

Learning Orientation – To keep himself/herself updated about the latest

happenings around and asks questions which impacts customers delight.

Permanent Work From Home Pan india candidates can Apply Now