Contact Center Associate- Bangalore

Posted 15 weeks ago

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A contact center associate is a person who provides assistance to customers via calls and Chats. Their primary role is to address customer issues and resolve them in a timely and efficient manner.

Qualification For Calling Agent

• 4 or more years experience in the contact centre and preferably in the wealth management industry
• Bachelor’s degree (or equivalent)
• English: Fluent
• Ability to speak 2 or more regional languages
• Good knowledge of Mutual funds, Knowledge of Insurance and Stocks will be an added advantage
  
  

• To assist customers with queries related to their investments, products , features etc via calls and chats and deal with multiple customers
• Acquire required product and process knowledge and keep a track of all the changes
• Maintaining a positive, empathetic and professional attitude toward customers at all times.
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Provide accurate, valid and complete information by using the right methods/tools and record all customer interactions
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Follow communication procedures, guidelines and policies
• Take the extra mile to engage customers
• Follow the escalation matrix and SLA to achieve process goals
• Gather customer feedback and share with our Product team for improvement
• Flexible to switch roles when needed and support chat to keep the BAU activities running smoothly.
• Flexible to work on rosters - 5 days a week and rotational offs