Senior Customer Service Representative

2 weeks ago


Noida, Uttar Pradesh, India exl Full time
Job Description:

Primary Responsibility:
As a Senior Customer Service Representative, you will be responsible for dealing with customers and other suppliers to come up with a final solution. Your role will involve investigating customer complaints and resolving issues in a timely manner.

Key Performance Parameters:
  • Average Handle Time
  • Quality Assurance (Finished Product Quality)
  • Authentication
  • Negotiation skill
  • Inquiry Review
  • Attendance
  • Schedule Adherence
  • First call resolution
  • Customer Experience


Role Responsibilities:
  • Process transactions as per Desktop procedures
  • Meet assigned targets in accordance with SLA and internal standards
  • Initiate and manage Voice / Collection process
  • Provide resolution by catering exceptions and update systems
  • Opening Account / Closing Account
  • Verifying customer details
  • Adjusting technical information on the account
  • Investigate Debt / Industry / Billing accounts
  • Issue relevant system generated letters
  • Ensure quality of transactions in compliance with predefined parameters
  • Ensure adherence to established attendance schedules
  • Ensure adherence to Company Policies and Procedures
  • Use standard verbiage
  • Resolve customer queries / record claim in first call
  • Taking ownership for settling calls dealt with by the agent
  • Ensure excellent customer satisfaction and experience


Primary Internal Interactions:
  • AM for reporting performance, escalation handling, and seeking feedback
  • Manager for settling issues left unresolved by the AM and monthly evaluation of performance
  • CCEs (Team Members) for seeking cooperation and clarification on process-related matters
  • SME/ Process Trainer for training as and when required
  • QCA and CEA for training and audit


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