Qualifications
Requires a minimum of 10+2 or HSC or Graduate
Experience
Fresher’s/0-6 months in service industry
Age
18 years onwards
Technical Skills
Good Typing Skills -
Min of 15 WPM /75 % Accuracy
adept at operating computers & familiarity with Internet is desired
Aptitude
Process orientation, Systems thinking. Can speak English and Hindi
Key Competencies
Average/ Good communication skills depending on process, have pleasing telephone etiquettes, Customer focus, and willingness to learn.
JOB DESCRIPTION:
Job Summary: Inbound customer services calls, Back office, Email, E-Com and Outbound for Retail and Banking Processes.
Broad Responsibilities/ Major Deliverables:
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