International voice process

Job description
Company – Capita
Location – Mumbai (Vikhroli)
Work from office
Role: International Voice Process / Chat Process
Industry Type: BPO / Call Centre
Department: Customer Success, Service & Operations
Employment Type: Full Time, Permanent
Education UG: Any Graduate
Experienced/fresher both can apply

For chat process minimum 6 months of experience is mandatory.

Basic Qualifications
Minimum qualification is 10 + 2. Any graduate/ PG is eligible to apply

Shifts: Rotational / 2 days rotational off

Important/ Mandatory Note :-

• Candidates who are pursuing a Regular Course are not applicable.
• Night Shift is mandatory as the team works 24x7.
• It is mandatory to have excellent English communication skill of International Voice standard to be eligible for this voice role.

Desired Skills:-

Knowledge & Skills Required:-

• Action oriented, self-disciplined and organized
• Effective time management skills and ability to prioritize work time to ensure productivity and department standards
• Ability to communicate clearly with both internal and external customers
• Good comprehension skills - ability to clearly understand and address customer issues appropriately
• Good composition skills - ability to compose grammatically correct, concise, and accurate written responses
• Ability to use a desktop/Laptop computer system, Familiarity with Windows 7, Microsoft Outlook, and Internet Explorer
• Good typing skills

Preferred Criteria:-

• Should be self-driven, motivated and task driven individual who can learn fast and operate with minimal support from Manager and Lead.
• Should ensure uninterrupted internet connectivity during working shift so as to ensure maximum productivity
• Should ensure Work-like environment with no disturbance during the work hours.
The ideal candidates will be comfortable in a fast-paced, multi-tasked, high-energy environment. They will be creative and analytical problem solvers with a passion for excellent customer service.

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.
• 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