Customer support – International Voice Process

CES Limited is 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,

• 2 + 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.