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Primary ResponsibilityThis role is primarily involves dealing with end customers Engineers via Web-chat Voice calls to resolve queries related to the Smart metering and faults Performance Parameters One plus chat concurrency Average Handle Time Quality Assurance Finished Product Quality Measurement of the customer service representatives soft skills Authentication - Measurement of the customer service representatives soft skills Negotiation 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 representatives conformance to inquiry review requirements Attendance - dependability Schedule Adherence - punctuality First call resolution Customer Experience - Measurement of the customer service representatives soft skills Role Responsibilities Ensure that the process transactions are processed as per Desktop procedures Ensure that the assigned targets in accordance with SLA and any internal standard are met Initiate and manage Voice Smart Metering process Provide resolution by catering exceptions and update systems accordingly Opening Account Closing Account Verifying customer details Adjusting technical information on the account Investigate Metering Industry Billing accounts Issue relevant system generated letters Ensure that the quality of the transactions is in compliance with predefined parameters as defined by Process Excellence Standards Ensure adherence to established attendance schedules Ensure adherence to Company Policies and Procedures Ensure use of standard verbiage use of short effective statements Resolve customer queries record claim in first call itself Take ownership for settling calls dealt with by the agent Ensure that all calls dealt with provide excellent customer satisfaction and experience Primary Internal Interactions AM 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 performance CCEs 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 Qualification Total of fifteen 15 years of education including at a minimum i a degree from a university or Government-recognized private college degree program of three 3 years or more or ii a diploma of three 3 years or more from a Government registered and nationally recognized educational institution providing diplomas in the hospitality tourism or travel industry Minimum ExperienceDomain knowledgeMinimum 1 year of Webchat and Voice experience is must Candidates with voice background prior web chat Voice experience in preferable UK utilities domain will be preferred or experience of Webchat e-mailing process with more than 1 concurrency flexi shift and weekend working is most desirableTechnical SkillsBasic 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 Skills Typing speed must be between 30-35 wpm with 95 accuracy Soft SkillsRequired Skills Good Spoken English Excellent written and verbal communication skills Ability to communicate correctly and clearly Good Problem Solving Skills Strong troubleshooting skillsAbility to approach problems logically Strong customer service focus Ability to empathize with the customerPrioritizing customer needs Ability to communicate correctly grammatically and contextually correct and clearly Customer Service Focus Ability to clearly understand the problem of customer and empathize him her Good 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 UK Utilities Call Opening and Closing Scripts Login Procedures to various applications like - Center Vu Dialer SAP Siebel Knowledge of Processes outlined for Case HandlingCall EscalationsCall ForwardingCall Reporting Data Logging Phone Call master Handling Skills Keyboarding skills Desirable Skills Attention to detail Adaptable Flexible Active Listening skills Should show capabilities to drive a discussion Self discipline Learning and decision making Listening Patience and Action oriented