Broad Responsibilities/ Major Deliverables: ·
Taking/Handling Inbound Customer calls, Outbound calls, Emails, Chat ·
Listening to and understanding the customer’s requirements ·
Provide product / service details & benefits to Customers ·
Providing end to end solutions to the customer ·
Asking the correct questions – probing and prompting the customer wherever required ·
Timely and accurate capturing all the information given by the customer ·
Timely follow up with Brands as per Escalation matrix till closure · S
taying current with knowledge of products/ processes & services offered by the client ·
Ensure full adherence to all the quality parameters and SOP ·
Cooperate with other Team members, SMEs and Team Leaders. ·
Ensure 100% adherence to schedule ·
Escalating the call to the team leader / manager, wherever desirable.