Representative, Operations

Job Title: Representative, Operations
Location: IND Bangalore – Divyasree, India
Job ID: R1367138

Role Overview:
The Representative, Customer Service/Technical Support role involves direct interaction with customers through inbound/outbound calls, emails, chats, or online platforms, depending on client requirements. This position is responsible for delivering customer service or technical support, resolving routine issues related to client products or services, and ensuring a positive customer experience.

Key Responsibilities

• Ensure customer service delivery meets contractual Key Performance Indicators (KPIs).
• Clarify customer requirements, ask relevant questions, and utilize decision-support tools to provide effective resolutions.
• Actively listen to customer concerns, demonstrate empathy, and build rapport.
• Greet customers professionally and courteously following agreed-upon procedures.
• Maintain a foundational understanding of client products and services.
• Prepare accurate and complete documentation, including account notes as required.
• Participate in initiatives aimed at enhancing customer satisfaction and business outcomes.
• Offer and promote additional client products and services where appropriate.
• Track, document, and retrieve information using call-tracking databases.
• Respond to customer inquiries by referring to published materials or escalating to senior staff when necessary.

Additional Responsibilities for Content Moderator Role

For candidates selected as Content Moderators, responsibilities will include:

1. Reviewing and moderating explicit content such as text, images, and videos, ensuring compliance with the client’s terms of service.
2. Identifying and addressing abusive content, including but not limited to violence, extremism, pornography, and graphic materials.
3. Reviewing sensitive content to assess its adherence to community guidelines and policies.

Candidate Profile

• Educational Requirements: Graduate/Undergraduate in any discipline (based on job requirements).
• Strong customer service orientation with courteous and professional communication skills (written and verbal).
• Proficiency in computer navigation and PC skills.
• Attention to detail and dependability.
• Flexibility to adapt quickly to changes and handle repetitive tasks in a high-production environment.
• Ability to multitask effectively and work both independently and as part of a team.
• Demonstrated patience and professionalism in customer interactions.
• Capability to rotate shifts, as required.
• Additional experience or skills may be necessary depending on program or location requirements.

Skills and Attributes

• Strong problem-solving and probing abilities.
• Capability to handle and resolve complex customer queries independently.
• Ability to confirm customer understanding of solutions and provide additional education when necessary.