Process Knowledge - Ensure detailed knowledge of the products and services offered
Should be able to take ownership of customer queries and provide accurate information
Application Knowledge - Ensure complete command over the tools and applications used
Prior knowledge of contact center/chat applications, ticketing tools, email would be preferred
Documentation skills - Should have worked on spreadsheets and document software like word, excel and PowerPoint
Typing speed - Good typing speed of 35 WMP with a 80% accuracy is preferred
Customer Service Orientation - Should have a good understanding of customer service
Should have good listening skills, attention to detail and ability to provide right help and guidance to the customer
Productivity - Ensure process targets on volume of tickets to be serviced, speed of response, accuracy and resolution times are met in a consistent manner
Team player - Should be a team player, display a positive attitude and open to constructive feedback
Shift Flexibility - Should be willing to work in a 24/7 shift environment and be flexible with any changes in work window as per client requirement
Should be open to split week offs and willing to support additional work hours during peak season
Continuous learning - Should display inquisitiveness and an appetite for constant learning and skill upgradation Computer Basics - Should have a basic understanding of operating on a laptop/desktop
Requires basic knowledge of keyboard shortcuts across common email, browser and Office applications
Prior work experience - Any prior work experience in an international customer service environment handling customer request would be preferred