eClerx

About eClerx

Agent - ECLERX CUSTOMER OPERATIONS LOCATION: Fayetteville, NC - USA TYPE: Full-time EXPERIENCE: 1 year of experience working in a customer service environment EDUCATION: High School Diploma or Equivalent required; College Preferred DEPARTMENT: Call Center - DESCRIPTION: Agent At eClerx Customer Operations, our Agents provide premier customer service support to the customers of leading US cable and telecommunication organizations. Our Agents are highly trained call center representatives (CSR) that take pride in assisting with issues ranging from troubleshooting faulty processes to ensuring that issues are resolved while also maintaining and promoting the relationship between the customer and our client. The Agent is directly responsible for receiving inbound billing and service calls from customers and is empowered to resolve any issues and assist with general account inquiries. This role sits within eClerx 's Customer Operations vertical. eClerx Customer Operations uniquely improves customer experience and operational efficiencies by leveraging deep domain knowledge, advanced automation, and data analytics. We are leaders in quality monitoring and insights, digital care services, and advanced technical operations. Position Responsibilities In this position, you will: Ensure customer care excellence through the use of documented quality processes and procedures Document call details in a database while keeping customers informed of your progress Coordinate resolution of trouble tickets with other departments Correct discrepancies on customer's accounts using established escalation procedures that expedite prompt resolution Provide support by asking the right questions and actively listening to the customer in order to understand their needs, requests or problems Offer resolution and follow-up for customer reported issues in an attempt to avoid the customer needing a service call Handle incoming calls from current customers in effort to assist them with billing inquiries regarding their cable, internet and or phone services Required Skill Set/Expertise Prior Call Center experience is a must Strong aptitude for problem solving Excellent communications skills when speaking or writing to customers and employees Proficient in Microsoft Office applications specifically Outlook (Email & Calendar), Excel and Word Ability to listen actively and show empathy to clients' cable telecommunication issues Ability to prioritize work efforts and has strong attention to detail Bilingual in English and Spanish a plus Eligibility Requirements 1 year of experience working in a customer service environment High School Diploma or Equivalent required; College Preferred All applicants must be able to pass a background check and drug screening Comply with all company rules, regulations and best practices regarding information security and technology Benefits Paid training Comprehensive benefits ABOUT ECLERX eClerx provides critical business operations services to over fifty global Fortune 500 clients, including some of the world's leading companies across financial services, cable & telecom, retail, fashion, media & entertainment, manufacturing, travel & leisure, software and high-tech. Incorporated in 2000, eClerx is one of India's leading process management and data analytics companies and is today traded on both the Bombay and National Stock Exchanges of India. eClerx employs 9,500 people across its global sites in the US, UK, India, Italy, Germany, Singapore, Thailand. ABOUT ECLERX CUSTOMER OPERATIONS eClerx Customer Operations uniquely improves customer experience and operational efficiencies by leveraging deep domain knowledge, advanced automation, and data analytics. We are leaders in quality monitoring and insights, digital care services, and advanced technical operations. eClerx is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law. eClerx is committed to protecting and safeguarding your personal data. Please find our policy here. v2PpUyth3b

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Company Info

Legal Form: LLC

Company Type: Public

Company Size: 5001 - 10000

Revenue: 100 - 500 million (USD)

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Job Ads found: 5734

Job Ads per Month: 119.5

Hiring Locations: 34

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