Customer Support Representative (Voice Process)
iAgami Technologies
Date: 2 weeks ago
City: Tiruchirappalli, Tamil Nadu
Contract type: Full time
We are hiring dynamic Customer Support Representatives and Team Leads to join our voice process team in Trichy. The ideal candidates will have excellent communication skills, technical proficiency, and a problem-solving mindset to deliver outstanding customer support and drive continuous improvement.
Responsibilities
Responsibilities
- Communicate effectively in English and at least one local language (Hindi, Urdu, Bengali).
- Handle customer inquiries, troubleshoot issues, and provide technical support.
- Resolve customer inquiries and complaints efficiently.
- Use CRM and support tools to document and manage interactions.
- Mentor junior team members and share best practices.
- Manage and supervise a customer support team, setting clear performance goals.
- Handle escalated customer issues and ensure timely resolution.
- Monitor KPIs (call quality, response times, customer satisfaction) and implement improvements.
- Track and document quality metrics, driving team training and performance enhancements.
- Proficiency in at least one local language (Hindi, Urdu, Bengali) along with English.
- 0-6 years of experience in customer support or team management.
- Strong communication skills in English and a local language.
- Basic to advanced technical knowledge and proficiency in CRM and support software.
- Proven problem-solving skills and adaptability under pressure.
- Ability to multitask effectively and work in a fast-paced, 24/7 environment.
- Strong leadership, organizational skills, and attention to detail for Team Lead roles.
- Knowledge of quality assurance practices and performance metrics for Team Leads.
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