Job Summary / Overview Manage calls from customers regarding orders, inquiries, complaints, trouble shoot customer service problems and provide general information. Adhere to the Service Level Agreement (SLAs) specified by the Client / Process for AHT, Quality, Productivity, Schedule Adherence, Attendance & Sales (if required in the process)

FUNCTIONAL/ OPERATIONAL: ▪ Complete the logs specified by the process. ▪ Ensure adherence to time schedules. ▪ Be available for all briefings and updates. ▪ Be aware of and comply with any client / process / product updates. ▪ Share the day's performance with the TL and colleagues ▪ Refer to central information database to handle queries. ▪ Go through the database regularly to check of any updates. ▪ Address any problems/ grievances with the TL/ TC/ TM that may have a bearing on productivity or efficiency. ▪ Maintain high customer satisfaction rating as per the feedback taken by various agencies/ authorities. ▪ Take steps to improve on performance based on coaching. General Security Responsibilities: ▪ Adhering to Information Security Policies and Procedures of Teleperformance ▪ Ensuring compliance to Information Security Policies and Procedures Specific Security Responsibilities: ▪ Understand and Comply with Information Security Policies and Procedures and report all security incidents. ▪ Ensure the audit non-compliances are fixed within the stipulated timelines. ▪ Protect information entrusted to you. ▪ Follow the information labeling and handling procedures based on the classification level of the asset. ▪ Follow the Clear Screen and Clear Desk Policy. ▪ Adhere to the Internet Code of Conduct, email usage policy and customer information and data security policy. Comply with the Non-Disclosure Agreement