Customer Support Representative Job at Mphasis (Mangalore) | ₹2.5-4 LPA

Job Description

Role: Contact Center – Customer Support

Designation: Tr. Customer Support Representative – Mobile Support

Level: 1

Department: Operations

Reports to: Team Leader

Summary:

As a Trainee Customer Support Representative for Mobile/Fixed line, you will provide day-to-day operational support through inbound calls, live chats, emails, and portal activities. This role suits someone who excels at problem solving and multitasking while delivering high-quality customer service and satisfaction.

Responsibilities:

• Provide daily operational customer service via inbound calls and web support through live chats, email, and portal activities.
• Process service orders, answer questions, troubleshoot basic mobile phone issues, and maintain account information.
• Communicate and collaborate effectively with all team members, keeping them informed of issue status via client-provided communication tools.
• Meet and improve schedule guidelines (login, breaks, avail, on-call handling time, etc.).
• Demonstrate reliable attendance to avoid extra stress on team members, logging in and being available at shift start.
• Complete assigned tasks accurately and within required customer Service Level Agreements.
• Utilize resources to manage transactions and escalate issues appropriately.
• Manage personal and customer support inboxes effectively, responding quickly to end-user requests per service standards.
• Maintain a comprehensive understanding of account goals and processes by retaining information, asking questions, and understanding SLAs and account expectations.
• Display professional, positive, and courteous phone etiquette.
• Resolve caller issues accurately and efficiently to minimize callbacks.
• Understand and proactively address user concerns, identifying the root of the issue.

Skills & Qualifications:

• Excellent verbal and written communication and customer support skills.
• Freshers or candidates with domestic BPO experience (0-6 months) preferred.
• Fair understanding of Android and iOS phones preferred.
• Willing to work in US shifts (9-hour window between 6 pm and 6 am India time) and on Indian holidays.
• Computer literate.
• Knowledge of ticketing systems (ServiceNow, Maximo, Remedy, etc.) is an added advantage.

Education:

• High School pass is the minimum requirement with excellent communication skills.
• BSc, B.Com, BA, or Diploma holders (12+3 years of education).

Working Conditions and Requirements:

• Training and work location: from office.
• Willing to work in a 24x7 environment with rotational shifts.
• Work from home will be at the company's discretion.
• Must have a reliable and fast WiFi connection at home.
• Must be ready to connect via video during training and one-on-one discussions.
• Must have a safe and suitable work environment at home.
• Must be able to work as per the break/lunch timings allocated by the supervisor.

Selection Criteria:

• Voice & Accent Assessment
• Interview