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