Job Title: Call Center
Salary Package: 15000 – 30000 a Month
Work Exp: 0 – 2 years
Company Name: Skilora
Job Location: Work From Home
Qualification Require: 12th Pass
Language: English/Hindi
Job Info –
Job Profile
- The ideal Customer Relations Associate is a natural teacher.
- Responsible for answering inbound telephone calls, emails, or chats inquiries in our lively and busy call center.
- The right candidate will have a strong work ethic, a sincere drive for team success, and the ability to translate sometimes complicated information to our diverse range of clients, helping our members to maximize their benefit dollars.
- In this role you will have daily opportunities to contribute to our positive and encouraging environment and the satisfaction of taking the mystery out of benefits for our members. This position is remote.
Skills
- Microsoft Office
- communication skills
- Customer Support
- Multi-Tasking
- Problem Solving
- Data Entry
- Customer Service
- Troubleshooting
- Team Player
- Data Analysis
Responsibilities and Duties
Job Description
- Handling outbound and inbound calls, call backs, chat, and email correspondence from clients and customers with the goals of first call/touch resolution.
- Chat/Email representatives required to complete monthly typing assessments.
- Providing information on complaints regarding specific services while maintaining professionalism.
- Transferring customer calls with complex inquiries to appropriate staff.
- Completing call notes in the appropriate systems and researching issues.
- Recognizing, documenting, and informing leadership regarding the trends in internal and external customer calls.
- Recommending process improvements.
- Resolving customer support related issues and providing customer with proper solution, via troubleshooting techniques and using resources available.
- Educate our customers and clients on all services offered.
- Appropriate interaction with business partners as it relates to call transfer processes and professionalism.
- Obtaining and evaluating all relevant data to handle complaints and inquiries.
- Performing customer verifications.
- Abiding by all HIPAA practices and procedures at all times.
- Ability to problem solve by using online internal resources.
- Meeting all agreed upon and established goals/ metrics for chats, emails, and calls which are reviewed monthly through our quality control process.
- Ability to work between the Call Center hours of 8:00am to 6:00pm (EST) with flexibility to cover other shifts as needed.
Knowledge and Experience
- High school diploma/ GED required. College degree preferred
- +6 months experience in service industry
- Strong communication skills and ability to multi-task
- Familiarity with MS Office, basic computer and data entry skills.
- Team player, must be able to work well with others.
- Should be able to operate well under pressure.
- Must have confidence with responses to members.
- Desire to learn products, advance knowledge in industry
- Ability to handle high call volume, work under pressure and maintain composure with a positive attitude while managing difficult situations
Critical Skills
At Voya, we have identified the following critical skills which are key to success in our culture:
- Customer Focused: Passionate drive to delight our customers and offer unique solutions that deliver on their expectations.
- Critical Thinking: Thoughtful process of analyzing data and problem solving data to reach a well-reasoned solution.
- Team Mentality: Partnering effectively to drive our culture and execute on our common goals.
- Business Acumen: Appreciation and understanding of the financial services industry in order to make sound business decisions.
- Learning Agility: Openness to new ways of thinking and acquiring new skills to retain a competitive advantage.
Required Experience and Qualifications
- Experience: 1 – 3 years in customer service( Preferred )
- Graduation: High School Diploma( Preferred )
- Proficient in English( Required )