Telus International!! Technical support
- TELUS International
- 1 - 6 years
- Noida, Gurugram
- 3 years ago
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Job Description
Job Overview
Provides top quality customer service / technical support to all customers of the account / program. Attends customer queries, concerns and issues regarding services and/or sales orders and submits accurate data/reports on customer queries/sales orders. Takes advantage of every customer interaction as an opportunity to create customer loyalty, reduce customer attrition and increase the client's competitive advantage over the other key players in the industry.
Roles and Responsibilities
- Provides expedient and accurate customer service to all client customers. Addresses customer concerns, queries, issues, complaints and/or places sales orders and product information requests. Prepares reports by accessing account database, analyzing the information contained and providing useful accurate and appropriate data.
- When necessary, escalates complex customer interactions to the appropriate party as designated and identified for each issue, specially when these issues, concerns, complaints and queries are beyond one's jurisdiction and scope of knowledge.
- Performs callbacks/return calls to customers when initial calls are received during system downtimes.
- Takes the initiative to be updated with the latest account information from the client by reading e-mail updates sent and attending recurrent training sessions. Ensures one's own understanding of account / program updates and applies this in daily work.
- Acts as a team player, interacting with fellow CSR's/TSR's and contributing to team cohesion. Supports the Team Leader in all initiatives aimed at driving individual / team performance and attaining individual / team goals. Participates in team evaluations as scheduled by the Team Leader to identify reasons behind actual performance.
- Monitor one's own performance against established metrics and ensure attainment of these metrics to effect overall account / program success. Solicits feedback from fellow CSR's/TSR's and the Team Leader on how to improve current performance.
- Maintains ownership and accountability for one's own performance, initiating regular interaction with the Team Leader for coaching, mentoring, and acquiring performance feedback. Seeks out increased work activities that intend to hone skills, competencies and work behaviors and prepares oneself for higher responsibilities.
Desired Candidate Profile
- Should possess excellent verbal and written communication skills.
- Should be customer oriented and team
- Minimum 1 year of international BPO Tech Support experience is required.
- Work Location: Telus International, UG Floor, Tower No. 6, Candor Tech Space, Sector 135, Noida-201305 (Delhi NCR)
- UG/Grad/PG can apply.
- Candidate should be okay with the Work from Office role.
- Should be comfortable with night shifts.
Perks and Benefits
- Annual Package would be in the range of 2.6 to 5 LPA.
- Cab Facilities.
- Medicare Facility(Free online consultation with Doc)
- Variables based on performance.
For more information, please contact Supriya Gambhir @9811395***
Or Email -s*************r@te***************l.com
Job Classification
Industry: IT Services & ConsultingFunctional Area: Customer Success, Service & Operations, Role Category: Voice / BlendedRole: Voice / BlendedEmployement Type: Full timeEducation
Under Graduation: Graduation Not RequiredPost Graduation: Any PostgraduateContact Details:
Company: Telus internationalAddress: 6th Floor,,,,Building No 5 IT ITES SEZ Plot No 20 , 21 Sector135,NOIDA, NOIDA, Uttar Pradesh, IndiaLocation(s): Noida, Gurugram
Keyskills: Technical Support Troubleshooting International Voice Process customer support
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