About the role
Job Purpose: We are looking an experienced Customer Excellence for managing large Volume of incoming calls/emails/Chats.
Responsibilities: ∙ Responsible for managing large volume of calls/emails/chats∙ Considering business operations,you will be moved to calls/emails.chats for your better exposure and learning.∙ 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 ∙ Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. Keep records of customer interactions, process customer accounts and file documents ∙ Take the extra mile to engage customers ∙ Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed ∙ Understanding and striving to meet or exceed contact center metrics while providing excellent consistent customer service ∙ Escalate well deserved calls to the Escalations team as per the defined standards and protocol ∙ Follow communication procedures, guidelines and policies∙ Responsible for delivering performance metrics as per the KPI’s.
Desired candidate profile:
∙ Excellent written and verbal communications skills and having relevant experience in blended process-calls/emails and chats.∙ Excellent customer service skills, including maintaining focus on the customer issues ∙ BPO/KPO Experience is must ∙ Flexible with the working schedule.
Experience: 1+ years Qualification: Graduate