Call Center Associate

Job Title: Call Center AgentDepartment: Customer Support / Service OperationsLocation: Pune (Wadgaonsheri)Employment Type: [Full-time]Shifts: Open for Rotational shifts/ US ShiftsSummary: Our Call Center Agents are dynamic individuals that work in a fast-paced environment. Effective listening/clear communication are key to receive and process client service requests and updates along with inputting all information into service software templates. As a part of this team, you will provide first level support to clients and Field Service Technicians seeking assistance with service tickets, part ordering, and usage.Essential Duties and Responsibilities :Accept and process emails/service requests/updates from clients or technicians via phone and/or emailAccurately document call information in databaseUpdate customer with service status and call completion informationSolicit client/customer feedback to improve customer serviceTroubleshoot a variety of service tickets to determine best resolution for issues and client requestsEscalate unresolved issues and trouble calls to appropriate department, on an as needed basisAssist Field Service Technicians with service tickets or other various workload issuesTransfer/update service call information to and from clients and technicians by phone, email, and/or text messaging (paging)Communicate essential information to co-workers and other departmentsCoordinate with Field Service to provide timely updates to clients on open service callsCall Management/Navigation to ensure ETA and SLA adherence by contract requirements to ClientsStay current with emails, procedural updates ,and call handling documentationQualifications, Job Skills & RequirementsWorks well at multi-tasking in a fast-paced ever moving call center environmentSelf-starter and self-motivated individual that requires minimal supervisionDocuments conversations and gathers data quickly and accuratelyAbove and beyond customer service in all situationsCritical thinking and quick decision makingClear verbal and written communication and effective listeningConflict resolution and problem solvingHigh standard of accuracy with attention to detail and thorough follow throughMeets productivity standards, quality metrics, and completes work in a timely mannerMaintains professional confidentiality and patience with customers and within the workplaceAbility to build, maintain, and contribute to a positive team workplaceAccurate typing, spelling, and grammarDependable with attendanceAbility to work weekends and holidays, overtime may be required on an as-needed basisSchedule flexibility during Paid Time Off may be required to cover shift varianceExperience and Education:Previous experience in a call center, preferredHigh school diploma or equivalentProficient in Microsoft applications: Windows, Word, Outlook, ExcelPhysical Requirements:Vision correctable to 20/ 20Finger dexterity for keyboarding and computer usageAbility to sit and stay focused for long periods of timeRegards,HR TeamAdvait Techserve

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