Job Detail

For a UK based MNC in IT sector is looking for:

Position: Premium Customer Support Agent 

No. of openings: 8 nos.

Location: Kochi

Education: Bachelor’s degree (mandatory)

Experience: Min 3 yrs in international voice process with expertise in handling escalations.

Salary: Up to 8lpa + other benefits

Interview mode: Offline/online

Must be willing to work in rotational shifts:

Day shift (Work from office-cab facility provided)

Night shift- Work from home

Shift will be changed on monthly basis.

Job Description:

The Premium Customer Support Agent will be part of a small but critical team that is brilliant at ensuring quality customer outcomes and solutions are delivered on a very timely basis. The role holder will support internal and external customers by providing a superior experience in case management and handle escalated cases. You will be a role model for driving progress across a wide range of internal stakeholders to ensure that we can deliver meaningful, timely resolutions for our internal and external customers. You will be a passionate customer champion and advocate, and will use insight, data and root cause analysis to drive through the best possible outcomes for our customers.

 This role is critical in making a difference to our customers by helping to deflect case escalations, reduce SLA ‘leakage’ and highlighting any QA concerns with how cases are handled, including assisting the customer advocates to bring account and case escalations to speedy and full resolution. No two days will be the same and you can be sure that it’s a stimulating and engaging role where you get to work with colleagues from across the business and both our internal and external customers.