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IT Destination

The Premium
It Infrastructure
in Kerala

Company Jobs

Art Technology and Software.

Ground Floor,
Thapasya building,
Infopark, Kakkanad
Kochi –682 030.


Career Opportunities:

Customer Support Voice and Non-Voice

Customer Support Voice and Non-Voice
Job description
Job Type: Full-time

Job Summary
Customer Care Analysts will handle a range of queries on behalf of cardholders and account holders. These queries can be generated by either phone, chat, or email (with a view to offer other channels going forwards i.e., social) depending on the client. Interactions are routed via our web-based platform all our advisors currently access. In addition, we also have access to client platforms to support queries.

Key responsibilities include, but are not limited to:
• Being a named point of contact/ownership of service for a group of clients as well as part of a team supporting all clients on a pool basis
• Detailed understanding of the customers business (products, customer journeys, volumes) and needs
• End to end ownership of client requests to successful and timely resolution
• Advocacy for clients where requirements which are new to company or not currently prioritised
• Providing analysis on card/transaction data
• Understanding, following and adhering to defined incident management procedures and communication plans
• Appropriate escalation of potential issues as per defined processes, providing the required information needed to investigate thoroughly.

Skills, Ability and Experience
• Excellent oral and written communication skills in English
• A track record of success in a B2B client facing service role, preferably in cards, payments, technology, or a similar sector
• Keen attention to detail
• A strong sense of urgency
• Ability to perform both within a team and autonomously
• Experience in office software applications such as Word, Excel, email and browsers
• Experience in an operational environment
• Have a genuine passion for technology

• English language support.
• Potential support hours could include:
o 8am to 8pm GMT
o 8pm to 8am GMT
o 24/7 support
• Advisors would need to be able to access the Dialect platform to handle queries across multiple channels - voice / chat / email (our platform is cloud based and runs on Amazon Connect)
• Advisors would need to be able to access client platforms
• Candidates who are ready to work on 24/7 support can apply.

We operates in a secure environment. All candidates will be Credit and Background checked to the extent permitted by law