Should be able to speak and read bengali
Ø Taking/Handling Inbound Customer calls, Outbound calls, Emails, Chat
Ø Listening to and understanding the customer’s requirements
Ø Provide product / service details & benefits to Customers
Ø Providing end to end solutions to the customer
Ø Asking the correct questions – probing and prompting the customer wherever required
Ø Timely and accurate capturing all the information given by the customer
Ø Timely follow up with Brands as per Escalation matrix till closure
Ø Staying current with knowledge of products/ processes & services offered by the client
Ø Ensure full adherence to all the quality parameters and SOP
Ø Cooperate with other Team members, SMEs and Team Leaders.
Ø Ensure 100% adherence to schedule
Ø Escalating the call to the team leader / manager, wherever desirable
Ø Handling irate / demanding customers where necessary, in a tactical manner