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Location

Navi Mumbai | India

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Job description

Be the spark that brightens days and ignite your career with TTEC's award-winning employment experience. As a Customer Service Representative – Email working onsite in Mumbai, Maharashtra you'll be a part of bringing humanity to business. #experienceTTEC
Our recruitment hub is open for walk-in applicants from Monday to Friday, between 10:30 am and 4 pm. Visit TTEC Mumbai at 403 & 404, Nesco IT Park . If you're considering relocation, we also provide virtual interviews.

What You'll be Doing Do you have a passion for helping others and giving them peace of mind In this role, you'll will act as the customers' first point of contact, ensuring their experience is delightful and productive. You will demonstrate confidence in making quick, accurate decisions, using independent judgment to address unfamiliar customer needs. Building and maintaining great customer relationships will be a key aspect of your responsibilities, along with determining when inquiries should be escalated. Your goal will be to provide timely and effective resolution of customer issues, exceeding customer satisfaction goals.

During a Typical Day, You'll • Provide exceptional customer support to end-users within Zendesk by effectively responding to and resolving a high volume of customer inquiries in a considerate, accurate, and timely manner. Requests include but are not limited to billing inquiries, subscription and cancellation requests, refund requests, and account management.
• Investigate billing and account-related issues using meticulous investigation, reproduction, and identifying creative workarounds to unblock customers.
• Craft thoughtful and personalized responses to customers for a variety of requests.
• Escalate more complex customer issues to the Otter.ai Billing Support team.
• Proactively report any ticket trends or service-related incidents to a Team Lead, including but not limited to users unable to access the website, service outages, or significant impacts on user operations and productivity.
• Contribute to the ongoing learning and success of the team through knowledge sharing, collaboration, and improvements to internal documentation and training.

What You Bring to the Role • 1+ years of relevant work experience in a Customer/Billing Support role within a fast-paced environment, preferably at a technology company.
• College degree
• Experience with a help desk ticketing system, preferably Zendesk or Salesforce Service Cloud.
• Experience with a payment processing system, preferably Stripe, Adyen, or Braintree.
• Experience with a subscription management system such as Zuora, Sage Intacct, or Recurly.
• Great English written communication skills including grammar and spelling  

What You Can Expect • Supportive of your career and professional development
• An inclusive culture and community minded organization where giving back is encouraged
• A global team of curious lifelong learners guided by our company values
• Base wage starts between 34,000 to 45,000 INR per month, with additional performance bonus opportunities.
• And we have a healthy benefits package based on your position that could include PTO, tuition reimbursement, health and wellness incentives
• Must be able to work on a rotating schedule and weekends/holidays if needed.

A Bit More About Your Role We're committed to ensuring you have the skills and support to be successful in your role throughout your career. From your first day in training, through individualized webcam-enabled, engagement and coaching, on into 1000s of free courses to support your career growth wherever that may take you. And we know that you bring with you the one necessary ingredient that can't be taught – a caring and supportive nature that will shine through as you help customers. Our TTEC community is here for you as one dynamic, global family.
You'll report to Team Lead. You'll contribute to the success of the customer experience and the overall success of the team.

About TTEC Our business is about making customers happy. That's all we do. Since 1982, we've helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world's leading iconic and hypergrowth brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you.
TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We aim to reflect the communities we serve, by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued, belonging, and comfortable being their authentic selves at work. As a global company, we know diversity is our strength because it enables us to view things from different vantage points and for you to bring value to the table in your own unique way.

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Salary