L2/L2 Global |
Job id: 10592 |
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| Location: |
Bangalore,
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Any State,
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| Salary: |
250000 per annum |
| Company: |
iREC Solutions |
| Job type: |
Other Job Type, |
| Date posted: |
April 7th, 2010 |
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Position: L2/L2 Global
Job Description:
1. Basic Objective – Deliver Technical Support to customers over Phone / Remote troubleshooting and chat support.
• Provide Voice and chat based troubleshooting support to customers over remote software and resolve Technical queries based on customer’s query.
• This can be related to any computer/peripherals/networking related issues.
• They will also be responsible for handling customers’ post registration technical queries, providing post-sale customer service.
2. Key Responsibilities: - Duties which are required to ensure smoother functioning and tech support delivery.
Tasks
Frequency
• Direct Interaction with customers located in the USA/UK over the Phone/ remote connection/chat support as the first face to the customer (Inbound)
• Handle troubleshooting queries regarding computers, laptops, operating systems and computer hardware update customers on latest information on the product or service.
• Managing and updating customer database based on the troubleshooting performed on the session.
• Up-sell appropriate products during the course of the call
• Achieve Call Quality requirements as outlined via Call Monitoring Guidelines
• Achieve Productivity requirements and performance delivery as outlined via Operation scorecard
• Handling/Managing irate customers and directing them as per the refund/chargeback policy as and when requested.
• Participate in performance improvement task forces as needed and look at continuously raising the bar for Customer satisfaction.
• Demonstrated flexibility and contributions to creating a team environment
• Continual enhancement of one’s performance
• Adherence to all company policy and procedures. Demonstrate a high degree of integrity in the performance of one’s responsibilities. Person is expected to treat all information related to company’s customer database and business line with strict confidence.
• Ensuring customer is advised appropriately, regulations and disclaimers are given as per the process guidelines.
Daily/ with every customer interaction
Candidate Profile:
US shift,Total Experience: 6 Months to 3 Yrs,
Technical Skills:
• Basic knowledge of computers, laptops, operating systems and computer hardware
• Good working knowledge of the Internet
• Advance troubleshooting skills for at least one of the following:
• Computer Desktop, including Internal Hardware
• Computer Desktop, including Internal Hardware
• One of the Operating systems from the following:
Windows 98, Me, 2000, XP Home, XP Pro
• Peripherals like Printers, Scanners and Multifunction Devices
• Virus eradication including Manual Virus removal
• Networking
Written Skills:
Two Major Criteria’s:
• Good written Grammar (Conversation Flow and sentence construction)
• Reading, comprehension and responding skills based on the International Language Proficiency Rating System
Typing Skills:
• A minimum of 15 words per minute
Essential Personal Attributes/Behavioural Skills:
• Proven communication skills
o Ability to speak in concise, clear, conversational English
o Ability to read and comprehend written English
o Ability to write in a professional manner (for documentation purposes)
• Soft skills (customer care)
o Ability to handle difficult or agitated Callers
o Ability to convey genuine empathy
• Active Listening
o Ability to respond to comments/inquiries in a manner that makes it clear the Agent comprehends the comments and is trained to address the inquiries
o Agent does not use scripted method during call handling
• Professional Conduct
o Understanding that customer should never be interrupted or spoken over
Understanding that customers will interject with comments/requests to which Agent must acknowledge using the appropriate tone (e.g., patience, empathy, etc.)
2. Coordination with Team leader to obtain full understanding of information being requested.
3. Implementation of feedback being provided by the supervisor.
4. Managing the call through
- Creating empathy with the customer and building the customer's confidence
- Emphasizing key words, handling objections and using product/service benefits to respond to customer’s queries objections
5. Handling irate/demanding customers where necessary, in a tactical manner
- Escalating the call to the Lead/AMs, wherever desirable
- Staying current with knowledge of products/processes services
offered by us
- Ensure full adherence to all the quality parameters
- Cooperate with other Team Members, Team Leads
- Ensure 100% adherence to schedule
Client Details:
COMPANY PROFILE- iREC Solutions is a complete Service Organization with specific objective to function and contribute within the Outsourcing Industry in the area of HR – Outsourcing / IT / KPO / BPO /FMCG/ Pharmaceutical / Marketing and Sales / Customer Care /Banking/ Finance & Insurance Sectors.
we are providing direct and online training for HR Profile and Recruitment.
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| Contact: |
Ms Manisha Kaul ( manisha@irecsolutions.com) |
| Reference: |
NB |
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