Contact Center Operations

1 week ago

Pune, Maharashtra, India Incontact Full time
Job Description

- nput leads responses, notes, and disposition statuses into the assigned incoming lead pro les.
- Utilize systems to gather and con rm information prompted by incoming SMS/email.
- Provide exceptional customer service, and written communication skills while working independently with discipline and motivation to succeed in a virtual environment.
- Read and comprehend previous Lead to Concierge interactions to accurately continue the conversation to determine a quali ed or unquali ed lead.
- Coordinate and con rm incoming leads that inquire about national services provided by our clients.
- Accurately document all conversations according to standard operating procedures in our console.
- Thoroughly follow client and department standards and system procedures.
- Display a positive team focused attitude with the ability to adapt and embrace change to t business needs.
- Thrive in an ever-growing and ever-changing environment.

Have you got what it takes

- High school diploma or equivalent required(graduate)
- Minimum 2-4 years of previous experience working in customer service required.
- Ability to type 30 WPM required.(recommend increasing to 45 - 50 WPM)
- Your performance will be measured by
- Quality 85% or higher
- AHT 45 seconds
- Schedule adherence 93%
- Accurately schedule appointments
- AWS, Azure, HP, Dell, VMWare, and Citrix certifications are a plus

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