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Executive (Senior Customer Care Specialist)(Customer Service(B1) Full-Time

2 months ago

navi mumbai, India HyreFox Consultants Full time
Roles and Responsibilities
• Respond to customer queries through calls & emails
• Manage escalations (attend call, research on issue, coordinate with multiple teams to derive resolution etc)
• Ensure timely and accurate service delivery
• Track & document process updates/ changes. Share it with team at requisite intervals
• Update SOPs/ knowledge documents at requisite intervals
• Provide 2nd level support to team on queries
• Assist with preparation of reports (performance based, adhoc etc)
• Assist with support on root cause analysis on dissatisfied customer feedback
• Deliver on responsibilities of Part-Time Trainer/ Quality Analyst
Skills Required
• Excellent communication skills
• Should be flexible to work in rotational shifts
• Proficient in computer usage and Basic knowledge on MS Office (MS-Excel, MS-Word etc)
• Experience with handling escalated calls
• Understanding of coaching models
or prior experience of trainer in contact center environment (preferred)

Other Details

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