Job Description

Job Title: Customer Service Associate Reports to: Team Lead Operations

Department Project/Client: Contract: Permanent

Location: Grade: 1
Hyderabad/Bangalore/Chennai/Indore/Gurgaon/
Kolkata Travel Requirements: NA

Responsible for:
Job Summary / Overview
• Web Chat
• Professional and efficient customer service to all the clients involved.

Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document)

Delivery
• Chat Service
• Proactively keeps up to date on new procedures.
• Complete understanding of the platform and sensitive towards customer resolution
• Complete ability and empowerment to provide end to end resolution (including online and offline if
required)
• Focus on achieving first time right (FTR) for all the handled queries, complaints, and requests

Design
• Ability to find an effective solution in a simple and clear manner. Should proactively keep the customers and
stakeholders informed about the issue and take corrective actions accordingly
Outcomes
• To keep himself/herself updated about the latest happenings around and asks questions which impacts
customers delight
•
Communication
• Proven ability to communicate with customers
• Stay closely involved with operations

Decision Making Authority

Decisions Expected Recommendations Expected

● Strong problem solving skills ● Customer Orientation
(methodology and use of tools) ● Adaptability
● Accountability & Ownership

Job Description – Page 1 of 2

 Job Description
Main Job Requirements

Education and Specific Training

 Graduate from any recognized university

Work Experience
• Mix of Fresher and Experience (Voice/Non Voice
• To be defined locally
•
Special Certifications
• NA

Required Skills
Technical Skills
• Knowledge of MS Office

Competencies and Specific Skills

• Communication Skill (Oral and Written)
• Problem Solving Skills
• Social Media Knowledge
• Interpersonal Skills
• Creativity

Job Description – Page 2 of 2