Customer Service Representative
Location
Pune | India
Job description
Major duties
Major Purpose: As a
Customer Service Representative in the Contact Center , you will be researching and resolving inquiries received via inbound calls from customers and dealers on a variety of finance products(Lease, Loan and revolving) to achieve service level. In this position, you will also:
Major Duties: - Document customer and dealer interactions and enter descriptive information online in order to provide history and track issue resolution
- Resolve and make business decisions on escalated and complex questions while referencing single or multiple screens and/or documents
- Track trends and identify streamlined processes for customer, dealer and product concerns and inform/provide feedback to appropriate departments or units
- Support in troubleshooting technical online requests, such as helping customers with registration, reset passwords, navigate JDF websites/mobile app, etc.
- Delivers on key performance indicators around quality, productivity, and accuracy while adhering to legal requirements and procedures.
Detailed activities: - Authentication of customer details before providing any resolution on queries
- Provide outstanding balance and next payment due details
- Customer Statement related queries
- Auto pay/Direct debit related queries
- Principal and interest paid queries
- Future principal outstanding queries(some calculation involved)
- Online representative assisted payments
- Contract booking status queries
- Contract starting date and interest rate related queries
- Equipment/collateral related queries
- Partial/Full preclosure related queries
- Address change related queries
- Working experience on multiple applications while resolving queries( 5 applications (Front end and receivable system)
Skills required: - Good listening and comprehension skills in English
- Clear written and verbal communication in English with usage of proper grammar and an accent understandable by the customers.
- High level of patience and customer centricity in resolving customer service requests.
- Proficiency in using Microsoft Office applications plus, intranet and internet.
- Able to multi-task and work well in a fast-paced work environment.
- Experience independently gathering appropriate information and diagnosing the cause of a problem before taking action with the ability to make independent decisions
- Experience with negotiation and conflict resolution, along with strong attention to detail and basic math skills
- Knowledge of installment, revolving and leasing finance products is preferred.
Education: - Graduate or postgraduate in any discipline
Shift time- US hours (6.30 PM to 4.00 AM 8 months and 7.30 PM to 5.00 AM -4 months) Relevant Work Experiences: - Experience working in customer service or related customer-oriented environment (1 - 3 years)
- Experience in using soft phones and noting customer interactions for future reference(1-3 Years)
- Experience in using Excel, Microsoft Word and other Microsoft tools. (1 - 3 years)
- Work experience in a team environment. (1 - 3 years)
- Experience with transaction data entry and processing. (1 - 3 years)
- Experience in Banking and Financial Services Industry customer support services catering US Customers (1-3 yrs)
Job tags
Salary
