Customer Support Representative

About the Role

Join Tech Mahindra Business Services, a leading global company and part of the Mahindra Group, headquartered in Bengaluru's Electronic City. As a Customer Support Representative, you will serve a diverse clientele including many Fortune 500 companies, working within their innovative Business Process Services that cater to multiple industries such as Communication, Retail, Healthcare, Finance, and more.

Primary Responsibilities

• Showcase clear, courteous, and professional written communication while assisting customers.
• Escalate complex customer issues correctly and timely ensuring professional service at all times.
• Maintain a positive attitude and uphold the company’s image in all customer interactions.
• Use internal systems effectively to document customer interactions and actions taken, particularly within Amazon tools.
• Balance prompt email handling with maintaining a friendly and informative tone in post-call communications.
• Achieve productivity and quality benchmarks consistently.
• Proactively identify trends and propose solutions or ideas for continuous improvement.
• Prioritize customer responses with proper urgency.
• Perform other assigned duties as needed.

Skills and Qualifications

• Strong focus on customer satisfaction, including following up to ensure needs and expectations are met.
• Excellent communication skills, able to clearly and thoughtfully organize thoughts both verbally and in writing.
• Friendly and positive demeanor with the ability to handle challenging or irate customers gracefully.
• Problem-solving skills to investigate and respond effectively to customer inquiries using systematic approaches.
• Professional interpersonal skills allowing quick rapport-building and respectful interactions with diverse individuals.

Additional Information

• Position includes North America voice process (U1/U2 level).
• Eligibility: Undergraduates and graduates can apply; graduation is not mandatory.
• Both side transportation from Bengaluru is provided.
• Interview process involves multiple stages: HR screening, typing test (minimum 20 WPM with 80% accuracy), Versant test (minimum score of 60), operations round, followed by HR/offers for successful candidates.
• Job location: Tech Mahindra Tower 4, Phase II, Electronic City, Bengaluru.