Customer Support Associate, Service Assurance

Your Responsibilities

• Ready to perform roster-based duty as per policy.
• On time reporting at office for log in to call & another necessary panel.
• Ready for anytime incoming call according to shift.
• Communication with customer should be smart, local accent free, correct pronunciation of every word.
• Tone should be polite, clear & confident.
• Need to be enough patient to handle customer
• Correct information exchange to customer
• Ensure card & PII security, do not note/store/log that info anywhere.
• Ensure a ticketing system for each call with proper categorization
• Email to concerned department as per customer request for any service/ issue according to necessity. Also, follow up on those emails that need to share solution feedback with customers.
• Check necessary panels while providing service to the customers.
• Maintain service-related service relevant log as per necessity
• Perform outbound calls as per requirement.
• Call back customer to share necessary feedback
• Check Regular emails for service-relevant updates & to know the latest offer information.
• Check Regular QA feedback emails which are sent by their supervisor
•  Sharing Information updates with next shift colleague before leaving the station.
• Perform monthly quizzes to improve their knowledge & ensure proper service.
• For any emergency/ exception service-related issue, inform the shift supervisor immediately.
• Responsible & respectful to service and to abide by senior’s/company instruction/ advice.
• Maintain a healthy team bonding among peers as well as with seniors.