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Customer Experience Specialist

2 months ago

gurugram, India NIIT Limited Full time

Designation: Customer Experience Specialist Voice (US process)


Job Location- Gurugram, Work from Office mode only


Important:

  • Undergraduates/ pursuing graduation are NOT eligible
  • Candidates with maximum 29 months of (BPO/KPO) experience will be considered
  • Candidates who are currently located in Delhi NCR/Gurgaon are only eligible


Roles and Responsibilities of a Customer Experience Specialist

· Customer Service through calls

· Ensure timely and accurate service delivery at defined productivity levels

· Build client & domain knowledge to be able to deliver a resolution on the first conversation

· Ensure adherence to Client Service Level Agreements(SLAs) like Customer Satisfaction, Service Level, Handle Time & Customer Effort

· Maintain Internal Service Attendance & Accountability policies

· Execute issue /query & Client level delivery quality on calls

· Adhere to Customer resolution and ensure proper documentation &follow-up

· Identify, share and support operational improvements



Candidate's Eligibility:

· Graduates in B.Com, B.A, BCA, BBA, BHM, BSc & BSc IT, MBA(Correspondence mode) (Except Stats, Math's Hons & Eco Hons)

· B.Tech. with min 6 months of experience is required in BPO/KPO

· Regular M.Com, MA with min 6 months of experience is required in BPO/KPO (Except MCA and MSC)

· Gap should not be more than 4 years after graduation

· Undergraduates/ pursuing graduation are eligible

· Candidates who are currently located in Delhi NCR/Gurgaon are only eligible


Work Experience:

· Freshers and Experienced- 0-29 months

· Excellent communication skills- Written and Verbal

· Should be willing to work in night shifts (shift will start from 5.30 pm goes up to 5am with Saturday Sunday fixed off- 9.5-hour shift with 8.5-hour login)

· Proficient in computer usage and Basic knowledge of MSOffice/ Excel


Salary range:

· 0 to 29 Months- 3.00 LPA to 3.5 LPA


What we offer:

· Defined career roadmap which offers growth opportunities

· Performance-based incentive program (Depends on Process/Client Alignment )

· Investment in talent development and skills enhancement

· Work-life balance with a 5-day workweek

· Collaborative environment with best-in-class professionals

· Focus on colleague engagement and fun at work