Customer Support | PWD Full|Time

The virtual Customer Service Associate is a critical part of our mission to deliver timely, accurate and professional customer service to all customers. This vital position requires an action-oriented, flexible problem-solver who will assist customers in expediting orders and correcting post-sales problems. Associates communicate with customers primarily through mail, chat and phone, can be hired for any skill set as per the requirement and utilize a variety of software tools to navigate customer accounts, research and review policies and communicate effective solutions in a fun and fast-paced environment.

Additional Benefits Offered Excluding the package:

 Zeta Meal Card - INR 1100/month i.e. INR 13200/- PA

 Internet Allowance - INR 1250/month i.e. INR 15000/- PA

 Health insurance benefits up to INR 5.0 Lacs

 Night Shift Allowance - INR 150/shift

 Overtime Allowance as per business requirement.

 Desktop will be provided. 5-day working week with 2 consecutive days off. (The off days change based on business requirement)

Important/ Mandatory Note -:

 Candidates who have applied in last 3 months and are pursuing a Regular Course are not applicable.

 Night Shift is mandatory as the team works 24x7.

 To complete the online assessment desktop or Laptop with webcam and headphone is mandatory.

 Test is not compatible on mobile phone.

 Post receiving the link the assessment has to be completed within 48hrs.

 It is mandatory to have excellent English communication skills to be eligible for this voice/chat role.

Knowledge and Skills Required Communication Skills:
• Excellent communication skills (written and verbal)
• Ability to communicate correctly and clearly with all customers
• Excellent documentation skills
• Good comprehension skills – ability to clearly understand and state the issues customers present
• Ability to concentrate – follow customers issues without distraction to resolution
• Good composition skills – ability to compose a grammatically correct, concise, and accurate written response
• Work successfully in a team environment as well as independently

Computer Knowledge/Skills:
• Ability to use a desktop computer system
• Familiarity with Windows XP, Microsoft Outlook, Microsoft Word and Internet Explorer
• Excellent typing skills
• Demonstrates understanding of the Internet, company website, and competitor websites
• Demonstrates an ability to successfully navigate websites
• Demonstrates a proficient knowledge of email applications
• Demonstrates an ability to learn in various media
• Ability to successfully adapt to changes in the work environment

Customer Focus:
• Excellent customer service skills, including maintaining focus on the customer issue in a fast-paced environment
• Ability to empathize with and prioritize customer needs
• Demonstrates interpersonal skills with a diverse customer base
• Demonstrates conflict resolution, negotiation, and de-escalation skills
• Demonstrates ownership to resolve challenging customer issues, escalating when necessary
• Ability to determine customer needs and provide appropriate solutions
• Maintain regular and reliable attendance, including the daily schedule as assigned
• Flexible with the working schedule; may be expected to work weekends, holidays and events
• Ability to work overtime as required by business - as much as 60 hours a week, most often occurring in the weeks surrounding the Christmas holiday season

Problem Solving Skills:
• Effective problem solving skills including decision making, time management and immediate prioritization of tasks as assigned
• Ability to approach problems logically and rationally
• Action oriented and self-disciplined
• Organized and detail-oriented
• Ability to quickly and effectively prioritize work time in various departments to meet business need
• Ability to maintain composure in highly escalated situations
• Qualified candidates will be comfortable in a multi-tasking, high-energy environment. They will be creative and analytical problem solvers with a passion for excellent customer service.