WikQik jobs - Virtual Customer Service Associate

Job Description Google 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 Google for all scheduled hours. It is the responsibility of the associates to ensure uninterrupted internet connectivity and a ‘work-like’ environment at home location so that associates can deliver their best in terms of productivity and quality.

You will receive 6 weeks of mandated online training, either trainer-led or group-based, which will allow you to meet your new team virtually and learn together on how to offer the best customer service experience.

Knowledge & Skills Required Desired skills:

Action-oriented, self-disciplined and organized

• Effective time management skills and ability to prioritize work time to ensure productivity and department standards

• Ability to communicate clearly with both internal and external customers

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

• Good composition skills - ability to compose grammatically correct, concise, and accurate written responses

•Ability to use a desktop/Laptop computer system, Familiarity with Windows 7, Microsoft Outlook, and Internet Explorer

• Good typing skills

Preferred Criteria:

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

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

• Should ensure a ‘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 a creative and analytical problem solvers with a passion for excellent customer service.

Customer Focus:

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

• Ability to empathize with and prioritize customer needs

• Demonstrates interpersonal skills with a diverse customer base

• Demonstrates conflict resolution, negotiation, and de-escalation skills

• Demonstrates ownership to resolve challenging customer issues, escalating when necessary • Ability to determine customer needs and provide appropriate solutions

•Maintain regular and reliable attendance, including the daily schedule as assigned • Flexible with the working schedule; may be expected to work weekends, holidays and events

• 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:

• Effective problem-solving skills including decision making, time management and immediate prioritization of tasks as assigned • Ability to approach problems logically and rationally

• Action oriented and self-disciplined • Organized and detail-oriented

• • Ability to quickly and effectively prioritize work time in various departments to meet business need • Ability to maintain composure in highly escalated situations