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 ticketing system for each call with proper categorization
• Email to concern department as per customer request for any service/ issue according to necessity. Also follow up those emails which need to share solution feedback to customer.
• Check necessary panel while providing service to customer
• Maintain service-related service relevant log as per necessity
• Perform outbound call as per requirement.
• Call back customer to share necessary feedback
• Check Regular email for service relevant update & to know latest offer information.
• Check Regular QA feedback email which is send by their supervisor
• Information update share to next shift colleague before leaving the station.
• Perform monthly quiz to improve their knowledge & ensure proper service.
• For any emergency/ exception service related issue, inform shift supervisor immediately.
• Responsible & respectful to service and to abide senior’s/company instruction/ advice.
• Maintain a healthy team bonding among the peer as well as with senior.