Customer Service Executive MattsenKumar (MK)

Handle incoming customer service calls, outbound lead nurturing, and resolve the customer s concern by maintaining the AHT, CSAT, Quality, daily productivity time along with other applicable metrics
Resolve concern by clarifying the customer s needs and determining the cause of the problem; Offering the best solution to resolve the concern
Build sustainable relationships and trust with customers through open and interactive communication
Identify and assess customer s needs and resolve the query to ensure first call resolution is met
Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
Take the extra mile to engage customers and ensure customer delight
Requirement
Excellent verbal and written communication skills
Proven customer support experience of 6 months+ in an inbound customer care process and willing to work in a 24/7 environment (Work from the office)
Ability to work effectively in a team environment. Pleasant, professional, and courteous personality skills
Strong phone contact handling skills and active listening
Customer orientation and ability to adapt/respond to different types of characters
Ability to multi-task, prioritize and manage time effectively
Identifying, escalating priority issues, and reporting to the high-level management
Educational Qualification Requirement
Graduate/Final Year Result awaited Science Stream Preferred

Desired Experience
At least 6 months of calling experience in a customer care process
Experience in Educational Customer Service and Outbound lead nurturing will be preferred