Executive / Sr. Executive - Voice Process
3 weeks ago
Job Role :Executive / Sr. Executive - Voice Process
Location : Mumbai (Thane )
Job Summary / Overview :
Manage calls from customers regarding orders, inquiries, complaints, trouble shoot customer service problems and provide general information. Adhere to the Service Level Agreement (SLAs) specified by the Client / Process for AHT, Quality, Productivity, Schedule Adherence, Attendance & Sales (if required in the process).
Key Responsibilities and Accountabilities :
FUNCTIONAL/ OPERATIONAL:
- Complete the logs specified by the process.
- Ensure adherence to time schedules.
- Be available for all briefings and updates.
- Be aware of and comply with any client / process / product updates.
- Share the day's performance with the TL and colleagues
- Refer to central information database to handle queries.
- Go through the database regularly to check of any updates.
- Address any problems/ grievances with the TL/ TC/ TM that may have a bearing on productivity or efficiency.
- Maintain high customer satisfaction rating as per the feedback taken by various agencies/ authorities.
- Take steps to improve on performance based on coaching.
General Security Responsibilities :
- Adhering to Information Security Policies and Procedures of Teleperformance
- Ensuring compliance to Information Security Policies and Procedures
Specific Security Responsibilities :
- Understand and Comply with Information Security Policies and Procedures and report all security incidents.
- Ensure the audit non-compliances are fixed within the stipulated timelines.
- Protect information entrusted to you.
- Follow the information labeling and handling procedures based on the classification level of the asset.
- Follow the Clear Screen and Clear Desk Policy.
- Adhere to the Internet Code of Conduct, email usage policy and customer information and data security policy.
- Comply with the Non-Disclosure Agreement.
TEAM RELATED :
- Assist other team members who are new to the process.
- Check for updates with the Team Leader and share the same with team members.
OCCASSIONAL RESPONSIBILITIES :
- Mentor the team members by floor walking.
- Provide inputs through forums to improve work procedures that can enhance overall team performance.
- Prepare reports like daily productivity, leave report, etc.
- Adherence to norms specified by COPC certification and ISO 27001 specifications (as applicable to the process).
- Be a part of fun committee to organize events / skip activities for the team.
Decisions Expected :
· Adhering to the Key Responsibilities and Accountabilities.
Recommendations Expected
· Improvements on client tools, processes, and customer experience.
Education and Specific Training
· Graduate in any discipline
Technical Skills
· Listening Skills
· Accent Comprehension
· Reading Comprehension
· Basic Computer skills
· Written English
· Typing Skill :· Accuracy and Speed of typing
· Comprehension of correct message understand inferred meaning understanding of native idioms & colloquizes Listening with/without distractions Recall
· Understanding different accents
· Ability to understand written matter accuracy & inferred meaning
· Ability to operate a computer Basic usage of - parts/instruction
· Word Order, Sentence Construction, Grammar, Syntactical Error
Competencies and Specific Skills :
Oral Competency
· Attention to Detail
· Empathy
· Range, Accuracy, Fluency, Interaction, Pronunciation.
· Ability to be alert & focused
· To understand where/in which scenario to empathize with the customer.
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