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CSA

Date:  Apr 19, 2024
Location: 

Mumbai, IN

Requisition ID:  7737
Description: 

Purpose of the role

Voice/Inbound - A CSA in this role deals with a number of incoming calls pertaining to the client’s business. The associate provides excellent customer service and gives precise information to the customer ensuring customer satisfaction.

 

 

 

Responsibilities

 

 
 
  • Answers incoming customer calls with a friendly and positive manner and provides outstanding service to the customer throughout the duration of the call.
  • Responds to incoming/outgoing calls from the customers to solve queries and provide alternative options & also to change any account information with General maintenance upon customers’ request.
  • Ensure resolutions are provided keeping in mind call control and call duration as prescribed by the client SLA.
  • Ensures all information provided is post verification and authentication as per the Data protection Act
  • Updates the client software with customer information, queries and Service requests.
  • Provides new thoughts and ideas for process improvements
  • Works in conjunction with process requirements and metrics (SLA)
  • Forwards customer feedback (VOC) to the supervisors for concerns / suggestions raised by customer

 
 
 
 
 
 
 
 

 

Reports to

 

Process leader

 
 
 

 

 

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