Contact Center Associate- Bangalore
Posted 5 weeks ago
A contact center associate is a person who provides assistance to customers via calls and Chats. Their primary role is to address customer issues and resolve them in a timely and efficient manner.
Qualification for Calling Agent:
- 4 or more years experience in the contact centre and preferably in the wealth management industry
- Bachelor’s degree (or equivalent)
- English: Fluent
- Ability to speak 2 or more regional languages
- Good knowledge of Mutual funds, Knowledge of Insurance and Stocks will be an added advantage
Job Description
Roles and responsibilities
- To assist customers with queries related to their investments, products , features etc via calls and chats and deal with multiple customers
- Acquire required product and process knowledge and keep a track of all the changes
- Maintaining a positive, empathetic and professional attitude toward customers at all times.
- Identify and assess customers’ needs to achieve satisfaction
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Provide accurate, valid and complete information by using the right methods/tools and record all customer interactions
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
- Follow communication procedures, guidelines and policies
- Take the extra mile to engage customers
- Follow the escalation matrix and SLA to achieve process goals
- Gather customer feedback and share with our Product team for improvement
- Flexible to switch roles when needed and support chat to keep the BAU activities running smoothly.
- Flexible to work on rosters - 5 days a week and rotational offs
Job Summary
