Customer Care Associate

Job Description

Overview

Jot Title: Customer Care Associate

Job Purpose

Catalyst is searching for talent to passionately serve our customers & company, and we want you! Catalyst Bangalore is growing, and Customer Care is no exception. We are looking for an Customer Care Associate in Bangalore to deliver best in class Customer Care support.

Key Responsibilities

The position will play an integral part in the company's growth initiatives including but not limited to:

• Handle inbound calls & chats from customers regarding Catalyst products, services, and orders.
• Provide accurate and timely information to customers, addressing their questions and concerns effectively.
• Assist customers with order placement, order status inquiries, returns, exchanges, and other related requests.
• Troubleshoot customer issues and complaints, working to find appropriate and satisfactory resolutions.
• Document all customer interactions accurately and completely in the company's systems.
• Escalate complex or unresolved issues to the appropriate team or supervisor.
• Maintain a positive and empathetic attitude while interacting with customers, even in challenging situations.
• Adhere to company policies, procedures, and service level agreements (SLAs).
• Participate in training sessions and team meetings to stay updated on product knowledge, system updates, and customer service best practices.
• Meet or exceed key performance indicators (KPIs) related to call handling, customer satisfaction, and quality.

• 0-3 years of experience in a customer service environment with International Call handling experience.
• Bachelor's degree in any discipline.
• Advanced verbal and/or written communication skills with ability to provide exceptional customer service and de-escalate the customer as needed.
• Ability to work and make decisions independently.
• Requires the ability to communicate effectively (verbally and written).
• Ability to multi-task without losing speed or accuracy.
• Willingness to work in night shifts or rotational weekly Off's.
• Basic knowledge in Microsoft Word and Excel.
• Typing Speed-30 WPM with 80% accuracy.

Pay Range

INR ₹0.00 - INR ₹0.00 /Yr.