Executives EXL/E/1026991

3 weeks ago

Pune, India exl Full time
Job Description

Primary ResponsibilityThis role is primarily responsible to deal with customers/other suppliers and investigate to come out with the final solution.Performance ParametersAverage Handle TimeQuality Assurance (Finished Product Quality ) Measurement of the customer service representative’s soft skillsAuthentication - Measurement of the customer service representative’s soft skillsNegotiation 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 requirementsAttendance - dependabilitySchedule Adherence - punctualityFirst call resolutionCustomer Experience - Measurement of the customer service representative’s soft skillsRole ResponsibilitiesEnsure that the process transactions are processed as per Desktop proceduresEnsure that the assigned targets in accordance with SLA and any internal standard are metInitiate and manage Field support / Voice / Collection process.Provide resolution by catering exceptions and update systems accordingly.Opening Account / Closing AccountVerifying customer detailsAdjusting technical information on the accountInvestigate Metering / Industry / Billing accountsIssue relevant system generated lettersEnsure that the quality of the transactions is in compliance with predefined parameters as defined by Process Excellence Standards.Ensure adherence to established attendance schedulesEnsure adherence to Company Policies and ProceduresEnsure use of standard verbiage – use of short & effective statements.Resolve customer queries / record claim in first call itselfTake ownership for settling calls dealt with by the agent.Ensure that all calls dealt with provide excellent customer satisfaction and experience.Primary Internal InteractionsAM 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 performanceCCEs (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 QualificationTotal 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 ExperienceDomain knowledge1 year +

Candidate should have BPO voice experience or hospitality, customer service, tourism or travel industry experienceMinimum 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 SkillsKeyboarding Skills (Typing Skill >

20 wpm)

Soft Skills

Required Skills:Good Spoken EnglishExcellent written and verbal communication skillsAbility to communicate correctly and clearlyGood Problem Solving SkillsStrong troubleshooting skillsAbility to approach problems logicallyStrong customer service focusAbility to empathize with the customerPrioritizing customer needsAbility to communicate correctly (grammatically and contextually correct) and clearly.Customer Service Focus – Ability to clearly understand the problem of customer and empathize him/herGood 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 GasKnowledge about “SAP, Siebel & ET Databases”Call Opening and Closing ScriptsLogin Procedures to various applications like ->

Center Vu, Dialer, SAP, & SiebelKnowledge of Processes outlined forCase HandlingCall EscalationsCall ForwardingCall Reporting / Data LoggingPhone / Call master Handling SkillsKeyboarding skills

Desirable Skills

Attention to detailAdaptable & FlexibleActive Listening skills. Should show capabilities to drive a discussionSelf disciplineLearning and decision makingListening, Patience, and Action oriented

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