Insights Hiring for Customer Service Advisor at Mumbai Full Time

Who are Insights?

We’re a Learning and Development company with people and innovation at our heart. Our purpose at Insights is to create a world where people truly understand themselves and others and are inspired to make a positive difference in everything that they do.

Our Head Office is in Dundee and we operate in over 50 countries around the world, in more than 11 languages with over 650k learners per year. Our clients range from local start-up companies to major global corporates with the aspiration to create a thriving learner community through personalised learning and an engaged practitioner community.

This is a hybrid role with the expectation that you’ll be in the Mumbai office with your colleagues 2-3 days a week, with the remainder working from home. Mumbai currently has a small but perfectly formed team of 7 and 4 of you will work closely together each day. You’ll engage with your colleagues and clients in other locations every day through emails, phone calls and video chats so will always feel connected, even when working from home.

What’s the role?

As a Customer Service Advisor in our Global Customer Hub, you will be the first point of contact and the initial impression of Insights for our customers when receiving their enquiries by email and/or telephone. You’ll be confident in your approach, building excellent rapport whilst demonstrating a genuine passion for great customer service and a natural instinct to help others.

To meet our high standards, you will become a product expert and highly knowledgeable in our wider business processes, procedures and compliance needs, ensuring a high quality of service and speed of response is delivered, every time. We’ll provide you with full training in all areas.

Day to day you’ll

-Handle a mix of general customer service and technical support enquiries, owning them upon receipt to resolution, liaising with other internal departments as needed to provide the best possible outcome for our customer
-Manage enquiries on our new ‘Case Management’ system ensuring these are logged accurately and successfully closed and/or triaged within our service level agreements, ensuring customer satisfaction is being achieved
-Educate and train customers and colleagues virtually on our systems and processes to ensure they become confident in self-serving
-Build partnerships across the business to support your desire in delighting the customer
-Record enquiries on the Case Management system, ensuring that what’s captured is accurate, true and fair
-Ensure that your knowledge of our products is current and comprehensive, so you are able to describe the features of products and services accurately and relate them to the customer’s needs
-Deliver tasks and activities to our customers whilst meeting your individual and team SLA’s

What you’ll bring

-Exceptional customer service and relationship building skills from a previous position
-A genuine passion for delivering great customer service on every interaction with our customers – no matter the enquiry
-Truly care about delighting each customer on every interaction, using your skills to adapt and connect with them, respecting their preferences and communication styles even when they are not aware themselves
-Great communication skills both verbally and in writing
-Be a great listener, you will demonstrate empathy and understanding with a willingness to put our customers’ needs first
-The ability to soothe complex or challenging conversations with our customers, building trust in you and Insights by delivering on your promises

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