Customer Service Associate - Voice & Non Voice - US Shift

Position Description - We are seeking a dedicated and enthusiastic Customer Support Associate/representative to join our team. This role involves providing exceptional customer service through both voice and non-voice channels. The ideal candidate will possess strong communication skills, a problem-solving mindset, and a commitment to delivering a positive customer experience.

In this role you will be responsible for:

Voice Support:

• Handle inbound and outbound calls to assist customers with inquiries, issues, and product information
• Provide clear and accurate information to customers, ensuring their questions are answered effectively
• Resolve customer complaints and concerns in a professional and timely manner
• Maintain a positive and empathetic attitude while interacting with customers

Non-Voice Support:

• Handle manual orders and to assist customers with inquiries, issues, and product information and respond to customer inquiries via email, chat, and salesforce
• Document customer interactions and maintain accurate records in the CRM system
• Collaborate with team SME/Manager to address complex issues and escalate when necessary
• Assist in creating and updating SOP/Work aid and knowledge base documents to improve customer service for customer

Competencies required for the role:

• Customer Experience - Strive to exceed customer expectations by providing personalized service and support. Gather customer feedback and insights to help improve products and services
• Interpersonal Skills - Excellent verbal and written communication skills
• Customer Service Skills - Communication skills for effective client interaction
• Time Management - Should be able to complete all jobs on time
• Adaptability - Should be able to adapt to any shift depending on the project requirement. Open to team/process change
• MS Office (Basic)