Call Center Representative (Nagpur)

Job Title: Call Center Analyst Department: Customer Support / Service Operations Location: Pune (Wadgaonsheri) Employment Type: [Full-time] Shifts: Open for Rotational shifts/ US Shifts Summary: 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 email - Accurately document call information in database - Update customer with service status and call completion information - Solicit client/customer feedback to improve customer service - Troubleshoot a variety of service tickets to determine best resolution for issues and client requests - Escalate unresolved issues and trouble calls to appropriate department, on an as needed basis - Assist Field Service Technicians with service tickets or other various workload issues - Transfer/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 departments - Coordinate with Field Service to provide timely updates to clients on open service calls - Call Management/Navigation to ensure ETA and SLA adherence by contract requirements to Clients - Stay current with emails, procedural updates ,and call handling documentation Qualifications, Job Skills & Requirements - Works well at multi-tasking in a fast-paced ever moving call center environment - Self-starter and self-motivated individual that requires minimal supervision - Documents conversations and gathers data quickly and accurately - Above and beyond customer service in all situations - Critical thinking and quick decision making - Clear verbal and written communication and effective listening - Conflict resolution and problem solving - High standard of accuracy with attention to detail and thorough follow through - Meets productivity standards, quality metrics, and completes work in a timely manner - Maintains skilled confidentiality and patience with customers and within the workplace - Ability to build, maintain, and contribute to a positive team workplace - Accurate typing, spelling, and grammar - Dependable with attendance - Ability to work weekends and holidays, overtime may be required on an as-needed basis - Schedule flexibility during Paid Time Off may be required to cover shift variance Experience and Education: - Previous experience in a call center, preferred - High school diploma or equivalent - Proficient in Microsoft applications: Windows, Word, Outlook, Excel Physical Requirements: - Vision correctable to 20/ 20 - Finger dexterity for keyboarding and computer usage - Ability to sit and stay focused for long periods of time Regards, HR Team Advait Techserve