Job Description

Designation: Customer Support Specialist

5 days working and 2 days rotational week off

Shift timings: 7am - 4 pm / 11 am - 8 pm / 2 pm - 11 pm / 11 pm - 7 am

Qualification: Graduate preferred, undergrad with relevant experience and skills

Chat/calling experience would be preferred.

Versant score: 50 %

No outstation will be considered.

Laptop provided for WFH. Lunch provided for WFO employees

Languages - English / Hindi

Points that must be communicated to candidates (for Collections and Support ):

It's Hyb...

Role - What's expected of you:

? Handle User tickets/calls/chats

? Understand the user query, quickly decide the right resolution from the user perspective

? Decide on the best medium to interact with the customer and provide resolution (call,

chat, email) and close the issue immediately

? Answer customer calls as and when required to resolve their queries

? Ensure 100% accuracy on documentation of interactions handled

? Adhere to quality benchmarks, follow process standard operating procedures &

Exception Policy framework

? Identify opportunities for process improvements, training, or refreshers

Customer Experience - How to handle user queries/issues:

? Be perceived as an expert and inspire trust in Users interacting with you (authority on

resolution and closure, user trust to achieve 'zero' escalation/reopens)

? Deliver the 'Simpl Care and CX'

o Communication and Resolution

o Be helpful & professional, ensure user needs/expectations are met

o Maintain high attention to detail, and execute flawlessly

o Have apt decision-making skills to resolve user issues favorably

Job Types: Full-time, Permanent

Pay: ₹20,000.00 - ₹35,000.00 per month

Benefits:

Food provided Work from home
Work Location: In person

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