Customer Service International Voice Team Member-BPS

hiring English Customer Service Representative

1. Qualifications and Technical Competencies Required

Education

• Undergraduate to post-graduate

• Desirable: Travel / Hospitality Industry

Experience

• Fresher / Experience in a Domestic or International process

Inbound

• Prefer having prior experience of taking calls

• Excellent call management skills

• Handle irate customers

Outbound

• Should ensure that the daily targets assigned are completed on time

• Excellent real writing/verbal skills

• Ensure adherence to daily activities assigned

Technical Competencies: Job related

• Prefer having typing Speed +25 wpm with 90% accuracy

• MS office knowledge mandatory

• Basic computer knowledge

Language

• English B1 or B2 Level and Arabic

Soft Skills

• Strong communication skills to effectively manage interactions

• Proficient in verbal communication

• Ability to create exceptional customer experiences (Customer Satisfaction)

• Meet delivery expectations aligned with defined Key Result Areas (KRAs)

Personal Skills and Traits

• Should be supportive and open to feedback

• Is able to communicate clearly, both written and in speech

• Has a pleasant attitude

• Team player

• Should be a quick learner

• Ability to manage work efficiently with minimum guidance

• Multi-tasking ability

Job Description

• Handle Chat interactions, inbound video calls, emails & outbound calls as required

• Comprehend customers' queries / complaints / comments

• Display empathy/ understanding of the issue/ concern towards the customer

• Provide quick and effective resolution to customers' queries

• Talks in a way the customer can understand

• Is able to handle pressure situations and complaints of irate customers

• Works accurately and with an eye for details

• Is able to use automated information systems to analyze the customer's situation

• Meeting targets of upselling

• Ensures adherence to on-time reporting to work

• Share process improvement ideas

Work Schedule and Environment

• Working 5 days a week with Rotational shifts (Timing) and Rotational week off

Mandatory:

• Excellent communication

• Adherence to company policies, rules and regulations

• To follow quality processes thoroughly using checklist standards

• Responsible for complying with all QMS and ISMS Policies and procedures

• Open for change in process as per requirement

Certifications:

• Should clear internal & external certifications

Requirements added by the job poster

• 1+ years of work experience with Customer Service

• 1+ years of experience in Customer Service