Primary Objective

Roles and Responsibilities – Customer Service Agent

Provide an outstanding customer experience while consistently meeting or exceeding key performance metrics, including productivity, first response times, average handling time, quality scores, schedule adherence, maintain strong proficiency in process knowledge.

Ownership of Issue Resolution
Agent is the primary owner of every service event (phone/webforms) and holds full accountability for event resolution, ensuring the customer's issue is completely resolved and accurately documented from the time of creation until full resolution and accurate closure.
Support functions (ENS, Shift Lead, QA, TL, etc.) act only as a secondary support function and never replace Agent ownership.
In case of any miss, error, complaint, or audit finding, the Agent is always the first person held responsible.
Follow-Ups
Agent must take ownership of all promised follow-ups for service events (phone/webforms) until they are completed and accurately updated.
Track and manage the follow-up schedule to ensure timely execution of all commitments to the customer.
Ensure all updates and progress are accurately documented in the system.
In case of any missed follow-up, the Agent is the primary person responsible; Support functions (ENS, Shift Lead, QA, TL, etc.) act only as a secondary support function and never replace Agent ownership.
Quality & Compliance
Deliver interactions that consistently meet or exceed quality expectations.
Ensure full adherence to process guidelines, standard operating procedures, and quality standards.
Accurately document all service events; incomplete or incorrect documentation is the Agent's accountability.
Productivity & Efficiency
Achieve and maintain productivity targets for service events (phone/webforms).
Maintain response times and handling durations within defined service levels without compromising quality or ownership.
Schedule Adherence & Attendance
Consistently maintain Schedule Adherence by strictly following the assigned shifts as published in the roster, including exact login/logout and breaks.
Adhere to the standard 9-hour daily shift structure (8 hours productive time + 1 hour scheduled break entitlement).
Proactively and accurately update all attendance-records (daily attendance, leaves, planned/unplanned offs, shift-change requests, etc.) in Keka before the stipulated cut-off time every day or as per defined policy.
Ensure 100% compliance with attendance marking protocols; late markings, unmarked exceptions, or incomplete entries will be treated as non-adherence.
Accept full personal accountability for any deviation in login/logout timing, extended or unscheduled breaks, no-shows, or failure to update attendance records on time.
Ensure strict compliance with policies for unplanned absences and no-shows; repeated violations will result in corrective action in accordance with company policy.
Escalation Management
Minimize internal and external escalations by utilizing all available resources, including knowledge base, online tools, and floor support.
In case of any escalation, provide comprehensive context and accurate hand-off notes while maintaining ownership until formally accepted by the receiver.
Ensure proactive communication to prevent potential escalations and mitigate any business impact.
Product Knowledge & Continuous Improvement
Demonstrate proficiency in process knowledge tests and process related dip-checks consistently.
Complete all mandatory trainings and updates on time; any knowledge gaps are the Agent's responsibility.
Teamwork & Professionalism
Actively participate in team huddles, calibration sessions, and support for new hires or nesting activities.
Share best practices while maintaining personal accountability for performance and customer commitments.

Customer Experience Executive