OnProcess Technology

Customer Care Representative

Posted over 1 month ago

Job Description

Basic Function

To resolve customer issues over phone related to billing by analysing, processing and if required providing credit. As a Billing help desk representative one will also be responsible to collect customers banking details to process bills while ensuring highest standard of integrity and delivering world class customer experience.


  • Confer with customers by telephone in order to provide information about products and services, to modify or cancel accounts, or to obtain details of complaints.
  • Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
  • Resolve customers' service or billing complaints by performing activities such as analysing bills, refunding money, and adjusting bills, collect banking details to process bills.
  • Ask customers targeted questions to quickly understand the root of the problem.
  • Obtain and examine all relevant information in order to assess validity of complaints and to determine possible causes, that could increase bills.
  • Check to ensure that appropriate changes were made to resolve customers' problems.
  • Properly escalate unresolved issues to appropriate internal teams
  • Logging and keeping records of customer/employee queries
  • Conducting customer satisfaction survey
  • Assisting customers in return of defective equipments

Candidate Profile
  • International Customer Care experience of minimum 1 year.
  • Problem solving skills.
  • Ability to resolve issues through effective communication.
  • Excellent communication skills in English.
  • Basic computer skills. Should be able to work on multiple applications at one time.
  • Open to work in 24X7 environment
  • Open to work from office

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