▷ [15h Left] Walk-In Drive in Guwahati: Executive/Sr. Executive - Voice/Chat Roles

4 weeks ago

Chennai Indore, India Teleperformance Global Services Private Limited Full time

Job Description

Greetings from Teleperformance Global Services Private Limited

Please find Walk-in drive details below :

Walk-in Days : Monday - Friday

Walk-in Timings : 11.30 AM to 5.30 PM

Location : Office Tribe Co-working Space, Ground Floor, c/o Guwahati Tea Warehousing Pvt. Ltd. Shreeji Tower, 1st floor, Christian Basti, Guwahati, India

Job Title: Executive / Sr. Executive

Department Project/Client: Voice/Chat Process

Contract : On Rolls

Grade: I (Voice)

Travel Requirements: Not required

Location: Hyderabad/Bangalore/Chennai/Indore/Gurugram/ Kolkata/ Mohali/Mumbai/Jaipur

Job Summary / Overview :

Manage calls/chats from customers regarding orders, inquiries, complaints, trouble

shoot customer service problems and provide general information. Adhere to the

Service LevelAgreement (SLAs) specified by the Client / Process for AHT, Quality,

Productivity, Schedule Adherence, Attendance & Sales (if required in the process)

Key Responsibilities and Accountabilities(may perform other duties as requested notspecifically addressed in this document).

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.

Decision Making Authority :

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

Undergraduate (10+2) with 06 months of continuous work experience.

Work Experience

Minimum 06 months for Under graduates from any Industry

Technical Skills

- Listening Skills : Comprehension of correct message understand inferred meaning understanding of native idioms & colloquizes
- Listening with/without distractions Recall
- Accent Comprehension : Understanding different accents
- Reading Comprehension : Ability to understand written matter accuracy & inferred meaning
- Basic Computer skills : Ability to operate a computer Basic usage of - parts/instruction
- Written English : Word Order, Sentence Construction, Grammar, Syntactical Error
- Typing Skill : Accuracy and Speed of typing.

Trainable Skills :

- System Navigation : Learn to understand & navigate systems/applications
- Paraphrasing : Ability to rephrase what the customer says
- Process Knowledge : Knowledge of product
- Phone Usage : Usage of different phones (based on process/business requirement)
- Rapport Building : Ability to communicate comfortably with the customer
- Telephone Etiquette : To speak appropriately using knowledge of Call Script, Process & Soft Skills
- Usage of systems : Knowledge of various systems required for the process.

Competencies and Specific Skills :

- Oral Competency : Range, Accuracy, Fluency, Interaction, Pronunciation
- Attention to Detail : Ability to be alert & focused
- Empathy : To understand where/in which scenario to empathize with the customer

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