Executives EXL/E/1026991

4 weeks ago

pune, India exl Full time

Job Description

Primary Responsibility

This role is primarily responsible to deal with customers/other suppliers and investigate to come out with the final solution.

Performance Parameters 

Average Handle Time  Quality Assurance (Finished Product Quality ) Measurement of the customer service representative’s soft skills Authentication - Measurement of the customer service representative’s soft skills Negotiation skill- finding out the problem and if required to make a decision on waiving off /negotiating some bill amount. Inquiry Review - Measurement of the customer representative’s conformance to inquiry review requirements Attendance - dependability Schedule Adherence - punctuality First call resolution Customer Experience - Measurement of the customer service representative’s soft skills

Role Responsibilities

Ensure that the process transactions are processed as per Desktop procedures  Ensure that the assigned targets in accordance with SLA and any internal standard are met Initiate and manage Field support / Voice / Collection process. Provide resolution by catering exceptions and update systems accordingly. Opening Account / Closing Account Verifying customer details Adjusting technical information on the account Investigate Metering / Industry / Billing accounts Issue relevant system generated letters Ensure that the quality of the transactions is in compliance with predefined parameters as defined by Process Excellence Standards.  Ensure adherence to established attendance schedules  Ensure adherence to Company Policies and Procedures Ensure use of standard verbiage – use of short & effective statements. Resolve customer queries / record claim in first call itself Take ownership for settling calls dealt with by the agent. Ensure that all calls dealt with provide excellent customer satisfaction and experience.

Primary Internal Interactions

AM for the purpose of reporting performance, escalation handling, clarifying concerns, and seeking feedback and support. Manager for the purpose of settling issues left unresolved by the AM and monthly evaluation of performance CCEs (Team Members) for the purpose of seeking cooperation & clarification on process-related matters & providing assistance and support when required. SME/ Process Trainer for the purpose of training as and when required. QCA and CEA for the purpose of training and audit.

Minimum Qualification

Total of fifteen years of education including, at a minimum, (i) a degree from a university or Government-recognized private college degree program of three years or more, or (ii) a diploma of three years or more from a Government registered and nationally recognized educational institution providing diplomas in the hospitality, tourism or travel industry.

Minimum Experience

Domain knowledge 

1 year +  Candidate should have BPO voice experience or hospitality, customer service, tourism or travel industry experience

Minimum 1 year of experience working with Utilities process

Technical Skills

Basic Knowledge of computers:

Knowledge of key parts of the computer and rebooting the system. Preferably good typing speed and accurate system updation. Phone/ Call Master Handling Skills Keyboarding Skills (Typing Skill > 20 wpm)


 Soft Skills

Required Skills:

Good Spoken English Excellent written and verbal communication skills

Ability to communicate correctly and clearly

Good Problem Solving Skills

Strong troubleshooting skills

Ability to approach problems logically

Strong customer service focus

Ability to empathize with the customer

Prioritizing customer needs

Ability to communicate correctly (grammatically and contextually correct) and clearly. Customer Service Focus – Ability to clearly understand the problem of customer and empathize him/her Good problem solving, reasoning, data gathering and analytical skills. Should have 12 and above as a CEF ratings / scores 

Product Specific Knowledge

Knowledge about the General Information about British Gas Knowledge about “SAP, Siebel & ET Databases”  Call Opening and Closing Scripts Login Procedures to various applications like -> Center Vu, Dialer, SAP, & Siebel Knowledge of Processes outlined for 

Case Handling

Call Escalations

Call Forwarding

Call Reporting / Data Logging

Phone / Call master Handling Skills Keyboarding skills

Desirable Skills

Attention to detail Adaptable & Flexible Active Listening skills. Should show capabilities to drive a discussion Self discipline Learning and decision making Listening, Patience, and Action oriented

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