Broad Responsibilities/ Major Deliverables: Taking/Handling Inbound Customer calls, Outbound calls, Emails, Chat Listening to and understanding the customers’ 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 Staying 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