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.