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Virtual Customer Service Associate - Hyderabad

Qween Network LLP
Hyderabad, Telangana, India
upto 3,00,000 lpa
July 01, 2020


This vital position requires an action-oriented, flexible problem-solver who will assist customers in expediting orders and correcting post-sales problems. Associates communicate with Customers primarily through mail, chat and phone and utilize a variety of software tools to navigate customer

accounts, research and review policies and communicate effective solutions in a fun and fast-paced environment.

Job Description:

Customer Service Associate- VCS- India:

Virtual Customer Service (VCS) - It is a ‘Work from Home’ model for India CS. VCS associates are expected to work from a home location approved by Company for all scheduled hours. It is the responsibility of the associates to ensure uninterrupted internet connectivity and ‘work-like’ environment at home location so that associates can deliver their best in terms of productivity and quality.

Desired skills:

ï · Action oriented, self-disciplined and organized

ï · Effective time management skills and ability to prioritize work time to ensure productivity and

department standards

ï · Ability to communicate clearly with both internal and external customers

ï · Good comprehension skills - ability to clearly understand and address customer issues appropriately

ï · Good composition skills - ability to compose grammatically correct, concise, and accurate written


ï · Ability to use a desktop/Laptop computer system, Familiarity with Windows 7, Microsoft Outlook, and

Internet Explorer

ï · Good typing skills

Preferred Criteria:

ï · Should be self-driven, motivated and task driven individual who can learn fast and operate with minimal support from Manager and Lead.

ï · Should ensure uninterrupted internet connectivity during working shift so as to ensure maximum productivity

ï · Should ensure ‘Work-like’ environment with no disturbance during the work hours.

The ideal candidates will be comfortable in a fast-paced, multi-tasked, high-energy environment. They will be creative and analytical problem solvers with a passion for excellent customer service.

Customer Focus:

ï · Excellent customer service skills, including maintaining focus on the customer issue in a fast-paced


ï · Ability to empathize with and prioritize customer needs

ï · Demonstrates interpersonal skills with a diverse customer base

ï · Demonstrates conflict resolution, negotiation, and de-escalation skills

ï · Demonstrates ownership to resolve challenging customer issues, escalating when necessary

ï · Ability to determine customer needs and provide appropriate solutions

ï · Maintain regular and reliable attendance, including the daily schedule as assigned

ï · Flexible with the working schedule; may be expected to work weekends, holidays and events

ï · Ability to work overtime as required by business - as much as 60 hours a week, most often occurring in the

weeks surrounding the Christmas holiday season

Problem Solving Skills:

ï · Effective problem solving skills including decision making, time management and immediate prioritization of

tasks as assigned

ï · Ability to approach problems logically and rationally

ï · Action oriented and self-disciplined

ï · Organized and detail-oriented

ï · Ability to quickly and effectively prioritize work time in various departments to meet business need

ï · Ability to maintain composure in highly escalated situations

Qualifications required

Minimum qualification is 10 + 2. Any graduate

Shifts: Rotational

Benefits: NSA, OT, Meal Card.

Additional Benefits:

Desktop & Power back-up Provided by Amazon

Night Shift Allowance

Zeta Meal Card (13200 INR Per Annum)

Overtime Allowance

Internet Reimbursement (15000 INR Per Annum)

Mandatory requirement: Dedicated 10MBPS ISP LAN connection