Associate / Sr Associate - Query Management - iRefer

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Skills you'll use

What you'll do

• 1. Manage large amounts of customer chats, incoming/outgoing phone calls and email exchanges from the customers across the globe
• 2. Address customer complaints, research customer issues, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• 3. The Agent will have to present and sell company services to current and potential customers
• 4. Resolve customer issues on timely manner
• 5. Update and process information accurately into the system(s)
• 6. Escalate customer service issues, if required
• 7. Update and process information accurately into the case management system(s) and spreadsheets
• 8. Provide support to other teams tasked with resolving complex issues
• 9. Clear Communication - during all conversations with customers over the phone or email, use English that delivers information and solutions in an easy manner as customers will be calling from the across the world
• 10. Follow communication procedures, guidelines, and policies

Who can apply

•  Qualification – Graduation/ Under-graduation both are eligible
•  Fresher and experience both are eligible
•  BE/Btech fresher and Masters fresher are not eligible
•  Btech and Master qualification requires minimum 1 year experience

About Firstsource

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