Sr. Representative, Operations

Job Title: Sr. Representative, Operations Job Description The Sr. Representative Customer Service / Technical Support position interfaces with customers via inbound and / or outbound calls, Emails / Chats or through the Internet depending upon client requirements. This position provides customer service support / Technical Support and resolution of routine problems regarding client's product or services. Experience – Minimum 12 months of relevant experience• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) • Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer • Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer • Greet customers in a courteous, friendly, and professional manner using agreed upon procedures • Maintain basic knowledge of client products and/or services • Prepare complete and accurate work including appropriately notating accounts as required • Participate in activities designed to improve customer satisfaction and business performance • Offer additional products and/or services • Track, document and retrieve information in call tracking database • Respond to customer inquiries by referring them to published materials, secondary sources or more senior staff Candidate Profile • Graduate / Undergraduate in any discipline (may vary basis the job requirement) • Courteous with strong customer service orientation • Strong computer navigation skills and PC Knowledge • Ability to effectively communicate, both written and verbally • Dependable with strong attention to detail • Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly • Tolerance for repetitive work in a fast-paced, high production work environment • Ability to work as a team member, as well as independently • Demonstrate patience in all customer contact simulations, including maintaining a pleasant and professional tone and manner • Ability to rotate shifts, as needed   • Based on location and/or program, additional experience/skills may be required • Confirm customer understanding of the solution and provide additional customer education as needed • Demonstrate strong probing and problem-solving skills • Should be able to handle complex queries from customer and resolve the same independently In case you are selected for a Content Moderator role, please note that: 1. The nature of the job will include accessing explicit content that includes text, picture, video etc. 2. It will involve content curation, moderation & review of content uploaded on the platform.