Junior Service Desk Associate null

About Mphasis India

Mphasis's mission is to be a specialized enterprise at the confluence of people, profit, and the planet powered by inquisitive minds. It serves the financial services, telecom, logistics, and technology industries. Mphasis was ranked #7 in India IT companies and overall #189 by Fortune India 500

Your role

Job Summary:

Tr Customer Support Representative for Mobile/ Fixed line provides day-to-day operational support via inbound calls and web support via live chats, emails, and portal activities. This role is for someone who excels at the problem- solving and multi-tasking while providing “white glove” customer service and satisfaction.

Responsibilities:

• Provide day-to-day operational customer service via inbound calls and web support via live chats, email, and postal activities.
• Process service orders, answer questions, troubleshoot basic mobile phone issues, and maintain account information.
• Communicate and collaborate effectively with all team members keeping the team informed of the issue status by sharing information through communication tools provided by the client.
• Meet and improve schedule guidelines (log-in, breaks, avail and on-call handling time..etc)
• Demonstrate reliable attendance to avoid additional stress to team members, logging in and being available at the start of scheduled shift.
• Complete assigned tasks accurately and within required customer-assigned Service Level Agreements.
• Utilize resources to manage transactions, escalating issues appropriately.
• Manage personal and customer support inboxes effectively and respond quickly to end-user requests based on service standards set for each customer.
• Maintain a comprehensive understanding of account goals and processes by retaining information, asking questions, and understanding SLAs and account expectations.
• Display professional, positive, and courteous phone etiquette.
• Resolve caller's issue accurately and efficiently to minimize callbacks.
• Understand and proactively addresses users' concerns, identifying the root of the issue.

Training, development & rotations

In the world of bots, where machines are learning thick & fast, the knowledge, skills & learning needs of the workforce are getting completely re-defined. Each day, they encounter new problems that demand to innovate and find solutions at breakneck speed. Hence, emphasis has embraced Learning as the driving factor for Business Success and Individual fulfillment. They extensively leverage learning to improve performance and change behaviors to address current business realities and future possibilities for employees.

They Foster an environment that enables high learnability for business success and individual growth.  

• Learning on-the-go
• On-the-job Learning
• Certification-on-demand
• Social & Collaborative

Salary & benefits

The annual salary for the role at this company range from INR 2.0 to 3.0 LPA (Source: Ambition Box). In addition to salary, the employees have reported the following benefits:

• Life & Personal Accident Insurance
• Medical Insurance
• Leaves
• Salary Advance
• Work From Home
• National Pension Scheme
• Care Policy
• Learn While You Earn
• Professional Program For Education & Learning

Other Benefits:

• Pick up and drop facility
• Global standard work environment
• Performance-linked incentives

Career progression

Mphasis has put frameworks and initiatives in place which are designed to make the initial days of a new employee easier and to ensure a smooth transition into the organization for them. These frameworks are customized according to the nature of the business of which the employee will be a part. Its core strength lies in its people and the global teams that embody diversity, inclusion & knowledge potential. What’s exciting is their agile, inclusive, fertile learning environment that provides an opportunity Work-life unlearn & re-learn and build a rewarding career.

Work life balance

It has a good Work-life balance with understandable cooperative teams. Its strong focus on flexibility and collaboration as part of the organization's culture makes them a strong, value-driven close-knit family. Working Culture is good.

Culture & vibe

Mphasis is an equal opportunity/affirmative action employer committed to a diverse workforce. All employment is decided based on qualifications, merit, and business need. Mphasis as a global company takes immense pride in its diverse workforce and fosters a culture of equity, inclusion, and belongingness. Mphasis strongly believes that its real strength lies in its diversity.

About you

To apply for this position, you must have the required skills and qualifications;

Skills & Qualifications:

• Excellent Verbal and Written Communication and Customer Support Skills
• Freshers/ candidates with domestic BPO experience, 0-6 months experience preferred
• Fair understanding of android and iOS phones is preferred
• Should be ready to work in US shifts hours; 9 hours where the work window may vary between 6 pm to 6 am (India time) and on Indian Holidays
• Computer literate
• Knowledge of Ticketing System experience (ServiceNow, Maximo, Remedy, etc.) is an added advantage

Education:

• High School pass is the minimum requirement with Excellent Communication skills
• B.Sc, B.Com, and BA or Diploma holders (12+3 years of education).

Working conditions and requirements:

• Training and work location from the office.
• Should be ready to work in a 24x7 environment with rotational shifts
• Work From Home will be at the company’s discretion
• Should have a reliable and fast WiFi connection at home.
• Should be ready to connect via video during training and 1 on 1 discussion.
• Should have a safe and suitable work environment at home
• Should be able to work as per the break/lunch timings allocated by the supervisor

Skills:

• Primary Competency: Health Care
• Primary Skill: Transaction Processing Primary
• Skill Percentage: 100

How to apply

To apply for this role, just click on the "Apply on employer site" button below, which navigates to the career page where the application can be submitted directly.

The basic recruitment process includes the following steps,

• Aptitude Test
• Psychometric Tests
• Personal Interview
• Communication Test.