Walk IN Drive for Customer Support Executive -21st April 2018 #Zycus

JOB Overview:

Communicate with clients and evaluate their needs and specifications

Ensuring high quality, up-to-date documentation exists for all service arrangements with our customers

Secure adherence to Company’s policies & guidelines

Conducting Daily checks on CSAT score and DSAT analysis

Review daily priorities and take appropriate action to ensure results are achieved

Awareness of new product developments in our domain providing input and tactical direction to the business on Customer service and support challenges.

Liaising with Internal functions including Sales, Product Management, Engineering, Network Operations, Provisioning and other Service functions

Handling Escalation Calls, Emails & Chat

Supervise and motivate staff

LEADERSHIP Abilities:

Accept responsibility/accountability for assigned tasks

Break problems into manageable pieces and follow an organized approach to resolve them

Plan tasks to create deliverables and effectively execute that plan with little direction from supervisor

Work effectively in fast paced, team oriented, rapidly changing environment\

Deliver high quality results on time

Show willingness and ability to increase contribution and level of responsibility and proactively seek to do so

Maintain poise, maturity, humility, professional conduct, presence, and appearance

Establish and maintain effective and cooperative working relationships with peers, management, and clients

Accept and act on feedback Communication

All written communications are professional, accurate, complete, succinct, and grammatically correct

External emails are courteous, logically organized, and tailored for the audience

Listen effectively (i.e., take notes, clarify questions upfront, and seek to understand before being understood)

Proactively provide input and present ideas in a considered and articulate manner

REQUIREMENTS

Excellent Communication Skills (Most Important).

Should have a Logical & Analytical bent of mind.

Should be able to tackle/ handle/ monitor all escalation emails & calls, also ensuring they are responded to

Able to judge priorities to meet deadlines without cutting corners

Taking responsibility for Unresolved Issues/ Escalations

ITIL Certification will be advantageous

Prior work experience in an International BPO/KPO will be preferred

Experience : 0 - 3 years

LOCATION: Mumbai - Seepz, Andheri (East)

SHIFT: 24x7 - Rotational Shift

EDUCATIONAL QUALIFICATIONS: Graduate

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