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