About this role
Digitide started with a simple vision: to transform business operations and drive growth for enterprises across the globe.
For over 20 years, we’ve been at the forefront of this mission, creating lasting impact through AI-led digital solutions, smart business processes, and deep industry expertise. Our journey began as a partner to businesses looking to enhance operational efficiency and customer experiences. By combining the power of AI, data intelligence, and business process services, we’ve been able to help our customers master the digital age and stay ahead of the curve.
With a global presence across 40 locations in 5 countries and a team of 55,000 dedicated associates, we deliver transformative solutions that help businesses adapt, evolve, and thrive in a constantly changing world. We’re more than just a service provider we’re a committed partner driving meaningful impact every day. We leverage global expertise and local insights to help customers navigate challenges and seize new opportunities. With a focus on innovation, collaboration, and results, we continue to pave the way for the future of business.
As a FOS, you will be the backbone of our customer support system, ensuring a seamless and positive experience for our clients. Your role is crucial in maintaining high customer satisfaction and loyalty, as you will be the go-to person for our CCEs and a direct point of contact for challenging customer situations.
• Provide real-time support and guidance to CCEs during customer interactions. • Handle complex and escalated customer inquiries and complaints, ensuring timely and satisfactory resolutions. • Collaborate with CCEs to develop effective strategies for customer issue resolution. • Maintain a thorough understanding of our products and services to offer accurate information to customers. • Conduct regular training sessions for CCEs to enhance their customer service skills and knowledge. • Monitor and analyze customer feedback to identify trends and areas for improvement. • Ensure compliance with company policies and procedures during customer interactions. • Maintain accurate records of customer interactions and feedback for future reference. • Stay updated with industry trends and best practices in customer service. • Act as a liaison between the customer support team and other departments, facilitating smooth communication and collaboration.
• A minimum of 3 years of experience in a customer-facing role, preferably in a leadership capacity. • Excellent communication and interpersonal skills, with the ability to build rapport and maintain a calm and professional demeanor. • Strong problem-solving and analytical skills, with a track record of successful issue resolution. • Proficiency in using customer relationship management (CRM) systems and other relevant software. • A customer-centric mindset, with a passion for delivering exceptional service. • Ability to work independently and manage multiple tasks simultaneously. • Excellent time management and organizational skills. • A proactive and solution-oriented approach to customer issues. • Strong teamwork and collaboration skills. • A positive and enthusiastic attitude towards customer service.