Contact Center Representative

• Provide rapid response to queries from customers pertaining services/offers questions.
• Attend to calls routed from call center while ensuring achievement of customer service targets in terms of response time and resolution.
• Ensure that all customer transactions are completed to the satisfaction of the customers in accordance with service level agreements and ensuring that the customers are informed on resolution.
• Assisting our customers with various technical issues that range in complexity.
• Learn thoroughly the specs of the company network, equipment, services and troubleshoot system related issues.
• Ability to provide appropriate level of instructions to clients with limited technical knowledge.
• Handle Network troubleshooting and fault analysis; hardware troubleshooting and repair.
• Take ownership of customer issues reported and see problems through to resolution.
• Follow standard procedures for proper documentation, reporting and escalation of unresolved issues to the appropriate internal teams.
• Provide prompt and accurate feedback to customers providing updates on the progress of the case.
• Ensure proper recording and closure of all tickets.

• Ensure that each case owned is handled as per our Service Level Agreement (SLA) with the highest possible customer satisfaction by setting the right expectations and fulfilling SLAs.
• Contribute findings to a common knowledge base and keep it up to date.
• Gain subject matter expertise in company products and services.
• On a rotation basis, handle on-call support out of office hours.
• Ensure that the percentage of customer complaints resolved is maximized in minimum iterations to
• Consistently strive to increase customer satisfaction score through timely resolution of complaints.
• Ensure reduction in the number of repeat calls by customers.
• Act with confidence by answering or finding the answers to customer questions and finding solutions to customer issues.
• Tracking customer interactions, and meeting company standards in customer relations.
• highly focused on customer service.
• Handle Outgoing Campaigns through Voice Targeting End User Customer or Dealers.
• Registering Customer data/feedback with high accuracy.
• Handle upselling & cross selling activities through telesales campaigns

• Identify inefficiencies in the current processes and make recommendations to improve the same.
• Utilize knowledge provided by the department of networking, hardware, and software to diagnose, qualify, and resolve tickets.

Requirements:
Bachelor’s degree