Customer Service Representative - International (US Process) Voice & Non-Voice – Mumbai – Remote

POSITION AVAILABLE: Customer Service Representative - International (US Process) Voice & Non-Voice – Mumbai – Remote

Job Summary

We are currently looking to add to our team of full-time schedulers who are known internally as Resource Executives.  The ideal candidate for this position will portray excellent customer service skills (verbal & written) and can work well within an open team environment.  A Resource Executive works between our Project Management team and our network of independent customer service evaluators (aka “mystery shoppers").  The Resource Executive recruits and schedules the best evaluators for the individual mystery shop visits for the projects.  In short, this position is all about matching the right people to the right projects at the right time!

Primary Responsibilities

Recruiting via calls for available projects from our proprietary database of registered evaluators, as well as using outside resources to recruit new people in areas of the country where there are few or no available registered evaluators. Will be working on a US-based project with US evaluators.

Contacting registered evaluators about available evaluation projects via email, phone, Zoom calling and other recruiting resources.

Scheduling projects to the most qualified evaluators, ensuring they meet and understand the goals and objectives of the applicable program.

Following-up with evaluators to ensure individual evaluation visits are completed on time and meet clients' objectives. 

Associated Knowledge / Skills / Abilities Required:

Minimum 2-3 years of relevant work experience or customer service – US process.

Strong communication skills with attention to detail and accuracy.

Proficiency in MS Office.

Key Competencies

Demonstrates proactive customer service when interacting with evaluators and consistently approaches tasks with a strong sense of urgency

Ability to always use professional verbal and written communication.  You have to be able to use professional language and demeanour even if evaluators are not using the same!

Strong organisational skills - you don't fall apart when your workload gets heavier.

Strong interpersonal skills - you listen well to others, accept feedback well, and overall, you're a well-liked individual!

Ability to pay close attention to small details in communications and in the scheduling process, to catch errors or omissions before they become bigger problems.  Emails with consistent spelling mistakes and bad grammar are a deal-breaker in this industry.  Poor spoken grammar is also not acceptable (and we're not talking about accents here; we're talking about using slang words, offensive language, and double negatives in one's speech).

Ability to handle confidential information in a professional, trustworthy manner.  You may be exposed to sensitive information in your work that needs to be respected by you.

Ability to stay on top of more than one project that each may be in different stages of completion; to deal with last-minute changes or unexpected issues with projects.  It happens from time to time that clients will suddenly change their program objectives requiring you to go in a different direction than before.  You don't get hung up on "having your time wasted" when that happens.   

You must be adaptable to fluctuating deadlines yet still be able to stay focused.

You should be able to convey the requirements to the evaluators and have the skill to convince them to take up assignments

Intermediate-level knowledge of MS Excel is required for this position (finalists will demonstrate their skills with an assessment provided by us).

Reports to – Project Manager or Key Account Manager - IN

Location - Mumbai - Work from home  - US shift (7.30 PM to 4.30 AM IST).

CTC – 3.80 LPA to 5 LPA (Depends on last drawn salary)

Industry – Market Research / Advertising / KPO/ BPO

If you find the above skill sets match your experience, please send your updated CV to [email protected]

Company Profile:

BARE International is a US based, global customer experience consulting firm with 38 years’ experience. The company set the industry standard as the largest independent provider of customer experience research. BARE International has global coverage with 13 locations around the world. Our vision is to "inspire excellence" by delivering actionable insights to our clients which strategically impact the improvement of their customer experience.

We are seeking talented, educated, resourceful and passionate associates to join our fast-growing team and grow with us. We welcome dedicated, independent thinkers with multilingual capabilities and excellent problem-solving skills

Mission & Vision:

We are a global customer experience and market research company engaged in creating value by delivering actionable insights to our clients which strategically impact the improvement of their customer experience. Its vision is to “inspire excellence.”

Values:

Passion

Respect for diversity

Open communication

Operational Excellence

Integrity

Innovation

Ownership

BARE International would like to store your CV in its Bamboo HR Hiring database for 2 years for the purpose to provide you opportunities in case of similar openings within the BARE Group. Your data is handled by HR professionals of BARE International and is kept on servers at North America. Details about the Data handling at BARE can be obtained at BARE’s Privacy Notice at http://sh.baidata.com/PNJobApp. For questions or requests to revoke this consent you can any time contact us on our Data Privacy Webform at http://sh.baidata.com/PWebForm