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Job Description:
Role: CST Associate Blend Process (Voice & Non-Voice)
Location: MIra Co-operative Housing Society, AG Nagar, MIDC, Mira Road East, Mira Bhayandar, Maharashtra 401107
Experience: 0-5 years
Working Days: 6 days a week
Shift Timing: 8.30 AM to 5.30 PM
Role Overview:
We are looking for a highly motivated and dynamic CST Associate for the Blend Process to join our team in Mumbai. The role will include both voice and non-voice processes where you will be responsible for handling customer interactions and providing support through various communication channels.
Key Responsibilities:
Handle inbound and outbound customer calls for voice-based customer service support.
Respond to customer queries, complaints, and requests via email, chat, and other digital channels (non-voice).
Provide accurate information about products, services, policies, and procedures.
Troubleshoot and resolve customer issues, escalating to senior teams when necessary.
Maintain a high level of professionalism while ensuring customer satisfaction.
Document customer interactions accurately and follow up as required.
Collaborate with internal teams to improve service quality and customer experience.
Meet performance targets (KPI & SLA) including quality, productivity, and customer satisfaction.
Ensure adherence to company policies and processes in all customer interactions.
Skills & Qualifications:
0-6+ years of relevant experience in a blend of voice and non-voice customer service roles.
Excellent communication skills in English (both written and verbal).Strong problem-solving and troubleshooting skills.
Ability to multitask and manage different types of customer queries efficiently.
Knowledge of CRM tools and customer service platforms is a plus.
Ability to work in a fast-paced environment with minimal supervision.
Flexibility to work in rotational shifts, including weekends (6 days a week).
Good interpersonal skills and a team player.
Preferred Qualifications:
Prior experience in customer service or client-facing roles in a BPO or similar industry. Exposure to working in a customer-centric environment.
Comfortable working in a diverse and dynamic team.