About Tech Mahindra
Tech Mahindra is a leading global technology company that provides innovative solutions to clients across various industries. With a strong presence in over 60 countries, we are committed to delivering exceptional customer experiences through our cutting-edge technology solutions. Our customer service team plays a vital role in ensuring that our clients receive the best possible support, and we are looking for talented individuals to join our team as Customer Support Representatives.
Job Summary
We are seeking an experienced and customer-focused individual to join our team as a Full Stack Customer Support Representative. As a key member of our customer service team, you will be responsible for providing exceptional support to our clients through web chat, emails, and social media platforms. You will be the face of Tech Mahindra, and your goal will be to ensure that our clients receive prompt, accurate, and satisfactory solutions to their queries.
Key Responsibilities
- Customer Query Resolution: Handle customer queries on Web Chat, E-mails, and Social Media, ensuring prompt and accurate responses.
- Product and Service Education: Educate current and potential customers about our products and services, providing them with relevant information.
- Customer Record Maintenance: Maintain accurate customer records, ensuring all interactions and transactions are properly documented.
- Issue Escalation: Identify and escalate priority issues to the Team Leader and Operations Team for swift resolution.
- Team Collaboration: Actively participate in team meetings, contributing ideas and insights to improve customer service processes.
- Performance Monitoring: Adhere strictly to shift schedules, ensuring seamless customer support coverage.
- Process Compliance: Follow laid down internal policies, procedures, and processes, ensuring compliance at all times.
- Continuous Learning: Stay updated with the latest product and service information, enhancing your knowledge and skills to provide better customer support.
Key Performance Indicators (KPIs)
- Excellent Communication Skills: Handle all queries in a polite, professional manner, demonstrating excellent communication skills.
- Effective Problem-Solving: Probe and troubleshoot customer queries, providing suitable and satisfactory solutions.
- Customer Education: Educate customers on our services and processes to enhance their overall experience.
- Issue Escalation: Escalate any unresolved issues to the Team Leader, ensuring timely resolution.
- KPI Achievement: Achieve agreed Key Performance Indicators (KPIs) and Objectives, maintaining high-quality service standards.
- Teamwork and Collaboration: Work collaboratively with the team, fostering a positive and supportive work environment.
- Adaptability and Flexibility: Be flexible and adaptable to changing customer needs and work requirements.
Essential Qualifications and Skills
- Education: A Bachelor’s degree from any stream if a Fresher, or a minimum HSC with a minimum of 1 year of relevant experience.
- Customer Care: Passionate about customer care, with a genuine desire to assist and serve customers.
- Typing Skills: Good typing skills with a focus on accuracy and efficiency.
- Language Skills: Fluent in written and spoken English, with excellent grammar and vocabulary.
- Analytical Skills: Strong problem-solving skills and the ability to think quickly and analytically.
- Interpersonal Skills: Excellent interpersonal skills, with the ability to build rapport with customers.
- Organizational Skills: Detail-oriented with exceptional organizational skills.
- Tech Savviness: Tech-savvy and comfortable navigating multiple software applications.
Preferred Qualifications and Skills
- Previous Experience: Previous experience in customer service or a related field is a plus.
- Time Flexibility: Must be time flexible and available to work in a rotational shift system, including holidays and weekends.
- Fast Learner: A fast learner who can adapt to changing customer needs and work with set targets.
- Proficiency in English: Proficiency in the English language, both written and verbal, is essential.
Career Growth Opportunities and Learning Benefits
At Tech Mahindra, we believe in providing our employees with opportunities for growth and development. As a Customer Support Representative, you will have access to:
- Training and Development: Comprehensive training programs to enhance your skills and knowledge.
- Career Progression: Opportunities for career advancement and growth within the company.
- Collaborative Work Environment: A dynamic and supportive work environment that encourages teamwork and collaboration.
- Recognition and Rewards: Recognition and rewards for outstanding performance and contributions to the company.
Work Environment and Company Culture
At Tech Mahindra, we strive to create a work environment that is inclusive, supportive, and engaging. Our company culture is built on the values of:
- Innovation: Encouraging creativity and innovation in everything we do.
- Collaboration: Fostering a culture of teamwork and collaboration.
- Customer Satisfaction: Delivering exceptional customer experiences.
- Diversity and Inclusion: Embracing diversity and promoting inclusion in all aspects of our business.
Compensation, Perks, and Benefits
We offer a comprehensive compensation package that includes:
- Competitive Salary: A competitive salary that reflects your skills and experience.
- Benefits: A range of benefits, including health insurance, retirement plans, and paid time off.
- Perks: Additional perks, such as flexible working hours, employee recognition programs, and more.
Conclusion
If you are a motivated and customer-focused individual with excellent communication and problem-solving skills, we encourage you to apply for this exciting opportunity. As a Customer Support Representative at Tech Mahindra, you will be part of a dynamic team that is committed to delivering exceptional customer experiences. Join us today and be part of a company that values innovation, collaboration, and customer satisfaction.
Please submit your application in English.
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