What are the responsibilities and job description for the Customer Service Representative position at Hexaware Technologies?
Experience : Minimum 1 year experience in Sales processes in the BPO space Technical
Competencies : (Job related)
High proficiency in using computers
Versant score of 58 and above.
Basic knowledge Operating System like Windows
Basic knowledge on Mobiles and available platforms in the market
Basic knowledge about browsers (MS Internet Explorer and equivalent)
Typing skills (35-40WPM / 90% accuracy)
Good knowledge of knowledge base, CRM and other applications
Technical Writing skills – Ability to communicate correctly and clearly
Job Description
Ability to retain and apply knowledge gained during the training
Ability to provide best retention option and retain the customer
Responsible for handling calls and provide assistance to McAfee customers on queries related to; a. McAfee products & features, Account & Subscription status, General Inquiries related to the offers & promotions, making a purchase, processing refunds b. The role involves providing assistance & guiding customers in accordance to the processes & procedures of McAfee
Provide customers with cutting-edge service in a friendly, confident, and knowledgeable manner building the brand image of McAfee
Ability to identify the In-scope issues and redirect the customer to the respective lines of support according to procedures
Remain updated in McAfee processes, technology applications, utilities, and products
Utilize various internal and client based tools and applications for customer management and servicing, as required.
Conduct data entry, documentation, validation areas, and case management - Adhere to company policies and procedures as described on the HR Handbook
Will handle calls from prospects and customers, and make things quick, clear and correct for our customers according to our products, processes, and systems
They would need to communicate effectively with prospects and customers, and come across as knowledgeable & friendly
Aim to provide support in explaining product features to customers with confidence and ensure excellent service related to McAfee products & Features, Sales and Refunds, Subscription Management, Account Management, etc.
Effectively handle customer queries at the first point of contact, aiming to put across the products or services in a better way & ensure customer satisfaction
Strong customer service focus
Active Communication” skills with ability to empathize with the customer and prioritize customer needs
Ensure that feedback related to products and services is escalated and documented within systems competencies
Ability to guide customers with :
Professionalism
Positive Attitude and strong desire to learn and succeed
Self Motivated and enthusiastic
Self-discipline and composure
Interpersonal Skills
Ownership and Commitment
Integrity
Process Knowledge
Policies, process, procedures, confidentiality, business ethics, transaction flow, transaction scripts, documentation requirements, etc.
Different types of customers and their respective service eligibilities
Generate MIS and provide analysis and insight to business
Product Knowledge
Product entitlements
Ability to resolve : Sales ad Refund Inquiry, McAfee product features, basic installation / uninstallation procedures, customer account related information etc
Product specific work flows including support scopes
Soft Skills : (Job related)
Strong Communication Skills with good external and internal client interfacing skills
Ability to work in a high paced environment, be flexible, follow tight deadlines, organize and prioritize work
Ability to analyze and resolve project-related issues and follow through with set objectives
Comprehension
Ability to clearly understand the problem statement
Others
Ability to delight customers and go the extra mile with their sales skills
Comprehension
Ability to clearly understand the problem statement
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