Job Description
Job Purpose: We are looking an experienced Customer Excellence for managing large Volume of incoming calls/emails/Chats.
Responsibilities
∙ Responsible for managing large volume of calls/emails/chats
∙ Considering business operations,you will be moved to calls/emails.chats for your better exposure and learning.
∙ Identify and assess customers needs to achieve satisfaction
∙ Build sustainable relationships and trust with customer accounts through open and interactive communication
∙ Provide accurate, valid and complete information by using the right methods/tools ∙ Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. Keep records of customer interactions, process customer accounts and file documents
∙ Take the extra mile to engage customers
∙ Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed
∙ Understanding and striving to meet or exceed contact center metrics while providing excellent consistent customer service
∙ Escalate well deserved calls to the Escalations team as per the defined standards and protocol
∙ Follow communication procedures, guidelines and policies
∙ Responsible for delivering performance metrics as per the KPI's.
Desired Candidate Profile
∙ Excellent written and verbal communications skills and having relevant experience in blended process-calls/emails and chats.
∙ Excellent customer service skills, including maintaining focus on the customer issues ∙ BPO/KPO Experience is must
∙ Flexible with the working schedule.
Experience: 1+ years
Qualification: Graduate
