Customer Support Specialist

Job Description

Job Title: Customer Support Specialist I (US Night Shift)

Job Responsibilities:

• Primary:
• Manage daily incoming loan volumes for every Lender and ensure completion of work within Service Level Agreements (SLA).
• Coordinate with counterparts in the US, dealerships, or lenders for fast resolution and quick funding of customers’ car loans.
• Review and validate loan documents according to procedure and forward them to the Funding team.
• Ensure quality of work and maintain team quality targets.
• Achieve daily required Key Performance Indicators (KPIs): Attendance, Production, Average Handling Time (AHT), Attributes, and Quality Score.
• Manage all Lender-specific process updates, share them with the entire team, and keep records of all process updates.
• Work within established regulations and adhere to US law requirements at all times.

Supplementary Requirements:

• Languages: Fluent English
• Excellent customer service skills, with the ability to manage clients through phone calls and emails with utmost professional conduct.
• Intermediate experience in Microsoft Office tools (Word, Excel, PowerPoint)
• Ability to multi-task, self-learning ability, and high initiative encouraged.

Qualifications:

• Any Graduate/Postgraduate preferably in Commerce or equivalent
• 0-3 years’ experience working in a multinational Business Process Outsourcing (BPO) / Knowledge Process Outsourcing (KPO) unit
• Fresh Graduates are also acceptable
• Coordinating and getting work done

Desired Skills:

• Communication: Excellent communication skills (Speaking, Reading & Writing)
• Good analytical skills
• Good drafting and presentation skills
• Detail-oriented
• Customer obsession
• Results-driven
• Ability to work under pressure
• Desire to learn new things