Customer Service Representative

Customer Service Representative at Sigma9 CX

Mobilizing Excellence in Customer Service, One Conversation at a Time.

Job Title: Senior Customer Service Representative

Company: Sigma9 CX - Your Trusted Customer Care Service Agency

Location: Bangalore

Employment Type: Full-time

Experience: 0 to 1

Grade: H1/H2 Job Category: Associate / Associate

Function/Department: Operations

Reporting to: Team Leader

About Sigma9 CX:

Sigma9 CX is a leading customer care service agency dedicated to delivering exceptional customer experiences. With a strong commitment to excellence and a focus on building lasting relationships, we empower our clients with top-notch customer support solutions. Join us as a Senior Customer Service Representative and be part of a dynamic team that values professionalism, growth, and customer satisfaction.

Role Description: A CSA in this role responds to customer queries and provides resolution, support and assistance to the customers who calls pertaining to existing/new queries on services provided by the client. The Agent will play an integral role in improving the customer experience by providing fast, friendly and effective service with accurate and personal solutions to customer enquiries.

Roles & Responsibilities

Revert on calls to customer on a variety of issues
Update and process information accurately into the system(s)
Resolve customer problems in a timely manner
Take ownership & deliver on customer commitments
Liaise with others within the process in the event where a customer query cannot be resolved at first point of contact
Clear Communication - during all conversations with customers, uses simple English that delivers information and solutions in an easy manner
Professional Focus - demonstrates a high level of personal and professional integrity when dealing with customers as well as treats all customers with empathy, respect and consideration.
Ability to solve problems – look for solutions aligned to customer’s perspective and deliver on all commitments
Teamwork – consistently work together, trust each other and engage in constructive conversations for the good of the team

ROLE HOLDER PROFILE

A. Preferred educational qualifications: Minimum SSC (10th) passed.
B. Preferred work experience: Fresher
C. Skills and Competencies

i. Functional / Technical:

Computer literate eg. Outlook, Word, Internet Explorer
Typing skills: Process specific cut offs
Verbal and written English communication

ii. Behavioral:

Professional & Courteous in mannerisms
Ability to liaise with customers at all levels
Ability to handle and resolve complex customer calls

- Corporate Values Must demonstrate Firstsource values – REACCH that acts as our north star, helping us achieve our goals in a uber competitive, digital-first world while meeting customer and investor demands for social responsibility.

- Risk-Taking Dare to go beyond Challenge status quo every day. Be strategic. Be ambitious. Be resilient.

Execution Excellence Strive to be the best Collaborate, co-create and drive excellence.

Agility Move ahead of time quickly Stay nimble, adapt fast and learn constantly with a ‘Digital First’ mindset.
Customer First Keep customers at the heart of every action.

Credibility Instil trust, confidence and accountability Seek answers rooted in ‘what's right’ and not ‘who's right’.
Humaneness Be fair, respectful, transparent and sensitive Care for your community; act responsibly towards environment.