Job Description
Designation: Tr. Customer Support Representative – Mobile Support
Level 1
Department: Operations
Reports to: Team Leader
Summary
Tr Customer Support Representative for Mobile/ Fixed line provides day-to-day operational support via inbound calls and web support via live chats, emails and portal activities. This role is for someone who excels at problem solving and multi-tasking while providing white glove customer service and satisfaction.
Responsibilities
- Provide day-to-day operational customer service via inbound calls and web support via live chats, email and portal activities.
- Process service orders, answer questions, troubleshoot basic mobile phone issues, maintain account information.
- Communicate and collaborate effectively with all team members keeping the team informed of issue status by sharing information through communication tools provided by the client.
- Meet and improve schedule guidelines (log in, breaks, avail and on call handling time..etc)
- Demonstrate reliable attendance to avoid additional stress to team members, logging in and being available at the start of scheduled shift.
- Complete assigned tasks accurately and within required customer assigned Service Level Agreements.
- Utilize resources to manage transactions, escalating issues appropriately.
- Manage personal and customer support inboxes effectively and respond quickly to end user requests based on service standards set for each customer.
- Maintain a comprehensive understanding of account goals and processes by retaining information, asking questions, understanding SLAs and account expectations.
- Display professional, positive, and courteous phone etiquette.
- Resolve callers issue accurately and efficiently to minimize call backs.
- Understand and proactively addresses users concerns, identifying the root of the issue.
- Excellent Verbal and Written Communication and Customer Support Skills
- Freshers/ candidates with domestic BPO experience, 0-6 months experience preferred
- Fair understanding of android and iOS phones is preferred
- Should be ready to work in US shifts hours; 9 hour where the work window may vary between 6 pm to 6 am (India time) and on Indian Holidays
- Computer literate
- Knowledge of Ticketing System experience (ServiceNow, Maximo, Remedy, etc.) is an added advantage
- High School pass is minimum requirement with Excellent Communication skills
- BSc, B.Com and BA or Diploma holders (12+3 years of education).
- Training and work location from office.
- Should be ready to work in a 24x7 environment with rotational shifts
- Work From Home will be at companys discretion
- Should have a reliable and fast WiFi connection at home.
- Should be ready to connect via video during training and 1 on 1 discussions.
- Should have a safe and suitable work environment at home
- Should be able to work as per the break/lunch timings allocated by the supervisor
- V&A Assessment
- Interview
Skills
Customer SupportOperationsCustomer ServiceBpoIf a job posting appears fraudulent, asks for payment, contains misleading information, or violates our guidelines, please report it immediately. Our team will review it promptly, Jobaaj does not charge any fee from the applicants.
About Company
Mphasis stands at the forefront of the IT services industry, offering innovative and customer-centric technology solutions across various sectors. With a deep commitment to excellence and digital transformation, Mphasis harnesses the power of cognitive technologies and analytics to empower businesses worldwide. Mphasis Careers provide a gateway for professionals to delve into a world of groundbreaking projects, fostering an environment of learning, innovation, and growth. By joining Mphasis Careers, individuals become part of a vibrant community that values diversity, creativity, and collaboration. It's an opportunity to work alongside industry experts, contribute to meaningful initiatives, and carve a successful path in the ever-evolving tech landscape.
Important dates & deadlines?
Application Deadline
13 Oct 26, 07:52 PM IST
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