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Snr Process Associate

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Bengaluru Pune, India Kvc Consultants Ltd Full time

Job Description We are seeking a highly professional and customer-focused Senior Process Associate to join KVC Consultants Ltd. In this role, you will be primarily responsible for engaging with customers over phone calls to provide support, resolve issues, and ensure their satisfaction. You will adhere to quality standards and performance metrics, while also skillfully handling difficult situations to build strong customer relationships. Roles and Responsibilities: - Customer Interaction: Engage with customers over phone calls to provide support, answer queries, and resolve issues in a professional and courteous manner. Address customer concerns and provide relevant solutions, ensuring satisfaction. - Issue Resolution: Identify customer problems or concerns and offer timely and effective solutions. Escalate complex issues to higher-level support teams when necessary while ensuring the customer is informed. - Adherence to Scripts: Follow predefined scripts and guidelines to maintain consistency and professionalism in all customer interactions. Adapt communication style to fit the customer's needs while maintaining service standards. - Quality Assurance Compliance: Maintain high-quality standards in communication, ensuring accuracy, clarity, and professionalism in every call. Ensure calls meet internal quality and performance metrics (such as First Call Resolution, Customer Satisfaction, etc.). - Performance Metrics: Meet or exceed performance metrics such as Average Handling Time (AHT), Customer Satisfaction (CSAT), and First Call Resolution (FCR). Continuously work towards improving personal and team performance through self-assessment and feedback. - Handling Difficult Situations: Remain calm and professional when dealing with upset or irate customers, working towards de-escalating conflicts and resolving concerns. Offer empathetic solutions, ensuring a positive customer experience despite challenges. - Customer Relationship Building: Build and maintain positive relationships with customers by providing exceptional service, leading to higher customer loyalty and retention. Skills Requirement: - Excellent verbal communication skills. - Strong active listening and problem-solving abilities. - Ability to empathize with customers and de-escalate difficult situations. - Proficiency in following scripts and adhering to quality guidelines. - Customer-focused mindset with a strong commitment to satisfaction. - Ability to meet and exceed performance metrics (AHT, CSAT, FCR). - Strong interpersonal skills for building positive customer relationships. QUALIFICATION: - Bachelor's degree or equivalent practical experience.