Customer Support Representative

About the Company

Fusion Business Solutions (P) Limited is one of the leading BPO outsourcing companies based in India, with offices in USA and UK. To be precise, we help businesses in their administrative, recruitment, and repetitive jobs as a be-fitting virtual staffing solutions provider. With the objective of reducing the in-house burden, saving time & money, and regaining focus, we show flexibility in working 24/7 for clients with dynamic needs.

Company Size- 500 plus employees based in Udaipur, Rajasthan

About the role

As a key member of the team, A customer support executive is responsible for providing high-quality customer service and support to clients. He/ She should be a primary point of contact for clients and is responsible for resolving customer issues and answering questions in a timely and professional manner.

Key Responsibilities

• Respond to customer inquiries via phone, email, and chat in a prompt and professional manner.

• Troubleshoot customer issues and resolve problems in a timely and effective manner.

• Document customer interactions and information in a detailed and accurate manner.

• Build positive relationships with customers and establish a reputation for providing excellent customer service.

• Stay up-to-date on products and services to effectively respond to customer inquiries and support requests.

• Work with other departments and teams as necessary to resolve customer issues and escalate issues when necessary.

• Meet performance metrics and goals, such as response time, customer satisfaction, and resolution rate.

• Continuously seek ways to improve customer service processes and procedures.

• Prepare and update the Standard Operating Procedures (SOPs) / Process documents on a timely basis.

Skills and Qualifications

• Minimum two years of experience in International Inbound/ Outbound Calls.

• A Bachelor’s Degree or above in any discipline from a recognized institute/university with good academic track record.

• Excellent communication and interpersonal skills.

• Computer skills such as MS Office (Word, Excel, and PowerPoint), Internet and email writing.

• Strong attention to detail.

• Strong problem-solving abilities, and a customer-focused approach.

• Should be flexible especially comfortable working in night shifts.

Perks and Benefits:

• Five days working with attractive US and UK shift allowances.

• Performance based attractive incentives.

• Comprehensive skill development by intensive L&D program.

• Exposure to work with international clients.

• Weekly employee engagement activities.

• Holistic career progress path policy for professional growth.