Alorica - Team Manager - Customer Experience

Job Title: Team Manager Customer Experience

Location: Bangalore

Experience: 1-5 years

We are looking for customer-focused professionals to join our International Customer Support team. This role is ideal for individuals who are passionate about delivering exceptional customer experiences in a fast-paced, global environment.

Experience:

- Freshers to 5 years of experience in Customer Support

- Prior experience in an International Voice Process is preferred

- Candidates with experience in Domestic Voice Process may be considered as Freshers

Key Responsibilities:

- Provide high-quality customer support through inbound and outbound voice calls.

- Handle customer queries, concerns, and complaints in a professional and empathetic manner.
Research, diagnose, troubleshoot, and identify appropriate solutions to resolve customer issues effectively.

- Build strong rapport and credibility with customers by understanding their needs and responding promptly.

- Ensure a consistently high level of customer satisfaction (CSAT) through quality interactions.

- Document customer interactions accurately and follow established processes and guidelines.

Required Skills & Competencies:

- Excellent command over the English language with strong verbal communication skills.

- Customer-centric mindset with strong problem-solving abilities.

- High energy levels and a positive attitude towards customer service.

- Ability to work independently as well as collaboratively within a team.

Work Environment:

- Willingness to work in a 247 environment, primarily US shifts.

- Comfortable working in a dynamic and performance-driven setup.