Customer Experience Agent, Voice Process – Shinewell – Full Job Description

Company: Shinewell
Location: Bengaluru, Karnataka
Job Type: Full-time
Salary: ₹3,50,000 – ₹3,75,000 a year

Customer Experience Agent, Voice Process (US Shift)

Locations: MG Road, Bangalore

Department: Customer Experience

Overview:

We are looking for highly motivated and skilled Customer Experience Agents to join our team. You will be the first point of contact for our professionals and customers across Australia, New Zealand, the UK, and the US. If you have excellent communication skills, a proactive attitude, and a passion for delivering exceptional customer service, we want to hear from you!

Roles & Responsibilities:

• Act as the first point of contact for our professionals and customers in Australia, New Zealand, the UK, and the US.
• Be a product expert, assisting new and existing professionals with queries related to our offerings.
• Respond to calls and emails from professionals, ensuring prompt and effective resolution of their concerns.
• Utilize the Zendesk ticketing system to reply to customer emails and manage support tickets.
• Handle unresolved questions and escalate issues when necessary.
• Identify and execute sales opportunities where applicable.
• Ensure all Customer Success KPIs are consistently met.
• Deliver satisfactory resolutions to issues within the specified Turnaround Time (TAT).
• Maintain high levels of service delivery and customer satisfaction.

Required Skills:

• Strong proficiency in spoken and written English, with a clear and confident communication style.
• Minimum of 1 year experience in handling international customers.
• Excellent problem-solving and selling skills.
• Proficient in using laptops/computers with above-average typing speed.
• Exceptional attention to detail and organizational skills.
• Highly driven and motivated with a strong work ethic.
• Eagerness to learn and grow within the company.
• Self-starter with the ability to work independently and as part of a team.

What We Offer:

• 5 days work week
• Competitive salary and benefits package (up to 3.75 LPA)
• Performance-based bonus payout + shift Allowance
• Learning & Development Opportunities with individual learning budget
• 40 paid days off
• One-way cab facility
• Corporate gym pass
• Quarterly townhall socials
• Monthly company lunches
• Fully stacked snacks counter
• Opportunity to work with a dynamic and supportive team
• Professional growth and development opportunities with personal L&D budget
• A chance to make a meaningful impact on customer success and satisfaction
• Healthcare insurance for you, upgradable to cover your family if you wish

Document(s) To Carry: Résumé

Job Type: Full-time

Pay: ₹350,000.00 – ₹375,000.00 per year

Benefits:

• Commuter assistance
• Food provided
• Health insurance
• Paid time off
• Provident Fund

Schedule:

• Night shift
• Rotational shift

Supplemental Pay:

• Commission pay
• Shift allowance

Work Location: In person