Objective:
- The target is to ensure excellent service
standards, respond efficiently to customer inquiries and maintain high
customer satisfaction.
- To ensure daily Business KPIs are met without
Fail.
- Address and communicate all Issues that might
impact the above proactively.
Duties
and Responsibilities:
- Manage outbound and inbound phone calls.
- For Outbound – Achieving the daily calls and
verification target.
- For Inbound – Achieving AHT Targets, SLA Target,
Call Abandoned targets, and CSAT Targets (Q.A Score)
- Ensure 100% follow-up for all dropped/abandoned
calls, tickets& and any other Escalations within 24 hours
- For Digital Care – Observing SLAs for handling
all customer Issues in all digital platforms Customer should receive
feedback at a maximum of 25min Post post-escalation.
- Attending All Pre-shifts, Weekly Performance
reviews, Coaching, and Training Sessions
- Adherence to call procedure and auto-fail
parameters.
- Identify and assess customers’ needs to achieve
satisfaction.
- Build sustainable relationships and trust with
customer accounts through open and interactive communication.
- Provide accurate, valid, and complete
information by using the right methods/tools.
- Meet personal/customer service team targets and
all call handling quotas.
- Handle customer complaints, provide appropriate
solutions and alternatives within the time limits; and follow up to ensure
resolution.
- Keep records of customer interactions, process
customer accounts, and file documents (Adherence to the proper CRM
documentation process)
- Follow communication procedures, guidelines, and
policies.
- Take the extra mile to engage customers.
- Other Duties and Responsibilities:
- Performs other responsibilities, as requested,
or assigned by management.
- Performs other miscellaneous duties, as
requested, or assigned by management.
Skills
and Experience
- Excellent verbal communication and
interpersonal skills
- Fluent in English
- Highly organized, punctual, and professional
- Proactive attitude and takes initiative to
problem solve.
- Experience in customer-facing tasks
(customer care, direct sales, relationship management, etc)
- Working knowledge &
experience in using MS Excel for data analysis and reporting.
- Experience in leadership roles and/or organizing
events.
How to
Apply
