Customer Service Representative

Job Title :Executive / Senior Executive

Department :Contact Centre

Location :Andheri East, Mumbai

Job Purpose: We are looking an experienced Customer Excellence for managing large Volume of incoming calls/emails.

Responsibilities:

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

Desired candidate profile:

Excellent written and verbal commutations skills

Should be proficient in Tamil, Malayalam language

Excellent customer service skills, including maintaining focus on the customer issues BPO/KPO Experience is must

Flexible with the working schedule

Should be from blended process

Should be from blended process

Should have good experience in Inbound calls/emails/chat process.

Experience: 2+ years