Customer Care Specialist

Job Description

We are hiring experienced customer care specialists who have excellent verbal and written communication for our US-based client. In this role, you will be the voice of the customer, fielding real-time calls from customers across the US. The ideal candidate should have excellent verbal communication and problem-solving skills in a fast-paced and SLA-driven customer care/support environment.

Requirements

• Must have proven US voice process experience (inbound/outbound) preferably supporting a large multinational company
• Successfully troubleshoot and resolve all customer service inquiries or Fraud related issues via phone contacts
• Provide US-based customers with critical service relying on customer satisfaction knowledge and skills
• Meet established service level metrics for call response and customer service
• Research and update knowledge-base for solutions that can be used to provide first-call or contact resolution
• Log Incidents/call tickets into respective CRM tools, monitor incoming contacts for assignment, follow-up, and resolution
• Adhere to quality control discipline, procedures and checks at all times
• Report issues and concerns as soon as possible to seniors/team leaders/managers etc in time and with complete information, to prevent or limit possible damage/fraud.

What We're Looking For

• 3 + years of experience in an international voice process role, preferably fraud prevention process
• Excellent verbal and written communication skills supporting US-based clients is a must
• Under-Graduate/Graduate/Post-Graduate in any discipline. Relevant years of experience would be preferred.
• Good typing skills (25-30 words per minute)