Customer Support Representative – US Process

(Executive/Sr. Executive/Asst. Manager – Team Lead) – Multiple Openings*

About the Company -

TCM Services Private Limited, is a team of young dynamic individuals who started up in 2016, our motive is to provide the best customer service to our clients globally. TCM Services currently owns three companies in the United States of America, and have their Shared Service Centre's based out of Navi Mumbai, Maharashtra, India.

About the Role -

We are aggressively looking to strengthen our organization by adding the best available talent to our staff. We’re seeking a Customer Support Representative to connect with prospective clients in the US and ensure they are provided with the right information to collaborate with TCM.

The requirements are to fill multiple openings within the CSR division right from individuals with basic and minimum experience in a client/ customer engaging role to individuals who have managed a team of CSR’s in the past.

Our ideal candidate will have excellent communication and organizational skills, experience in US Process (added advantage), proficiency in MS Office (Word, Excel & Outlook), and good data management skills. This role requires candidates with excellent communication skills (US accent preferred) as you will be communicating with individuals from the US.

Individuals with experience in planning, coordinating and analysing data would be a bonus.

RESPONSIBILITIES –

Executive – CSR (1- 2 years of experience)
• Familiarize yourself with all services offered by our company
• On boarding new clients through direct contact by cold calling method and /or attending calls from prospective leads
• Explain the services of the company and its benefits of collaboration
• Provide appropriate quotes to the prospective client to finalize the negotiation
• Complete the client on boarding documentation and handover the client to the next team in process

Sr. Executive – CSR (2-3 years of experience)

· In addition to reviewing the tasks assigned to the executives the Sr. Exec would also be responsible for planning and scheduling tasks each day

· The individual would also be required to call and board new clients apart from the ones handled and managed by their respective executives

· The Sr. Exec would also need to provide daily reports to the TL on an everyday basis providing clear understanding on the day to day workings and developments

Assistant Manager – Team Lead (3-5 years of experience)

· Monitor and ensure the team meets the required monthly, quarterly and annual deliverables

· Coordinate with other divisions to ensure there is proper hand holding and the clients are moved to the other division with all required information without any errors

· Maintaining internal Team Roster

· Managing and handling escalations

· Review and audit daily reports (i.e. Revenue Reports etc.)

· Present daily report to the Manager

REQUIRED SKILLS AND EXPERIENCE
• Relevant experience in a customer contacting role with ability to negotiate terms and conditions
• Excellent Communication Skills (Written & Verbal)
• Job role requires working in US Shifts (6pm to 4am - Mon-Sat)
• Strong Work Ethics
• Good Listening Skills
• Excellent Interpersonal skills
• Strong prioritization skills and works with a sense of urgency, ability to know how to operate with a sense of urgency in a fast-paced and changing environment
• Ability to Multitask
• Data Management skill – MS Office (Word, excel, PPT and Outlook)
• Willing to commute to Navi Mumbai, (Millennium Business Park, Mahape)

PERKS AND BENEFITS
• Pick and drop – Based on current route of vehicles operating for the company
• Added incentives and bonuses
• Great work environment with facilities to free gym, recreational area, subsidized canteen food and medical insurance

Tips: Provide a summary of the role, what success in the position looks like, and how this role fits into the organization overall.

Responsibilities

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Qualifications

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Example: Excellent verbal and written communication skills