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Production Agent
3 weeks ago
Pune, India
- DOP
- 3056211
- Responsibility:
- Provide information about services or products
- Provide clarifications on processes
- Explain billing analysis
- Handle complaints
- Record details of inquiries, comments or complaints, transactions or interactions and take action accordingly
- Refer unresolved and pending customer issues to the respective business owners
- Webchat
- Responsible for handling phone calls from dealers & partners of Australian telecom company and providing them resolution for their queries.
**Stakeholder Interaction**
**Stakeholder Type**
**Stakeholder Identification**
**Purpose of Interaction**
**Internal**
- Team Leaders_
- Performance review_
- HR- Hiring and employee engagement and retention_
- Training Team_
- Capability development_
- Technical Lead_
- Training, issue escalation/ resolution_
**External**
- Client_
- Query Resolution_
**Display**
Lists the competencies required to perform this role effectively:
- **
Functional Competencies/ Skill**
- Process Knowledge - Knowledge of assigned process, tools and systems - **Foundation to Competent**
**Competency Levels**
**Foundation**
Knowledgeable about the competency requirements. Demonstrates (in parts) frequently with mínimal support and guidance.**Competent**
Consistently demonstrates the full range of the competency without guidance. Extends the competency to difficult and unknown situations as well.**Expert**
Applies the competency in all situations and is serves as a guide to others as well.**Master**
Coaches others and builds organizational capability in the competency area. Serves as a key resource for that competency and is recognized within the entire organization.- **
Behavioral Competencies**
- Collaborative working
- Problem solving and decision making
- Attention to Detail
- Execution Excellence
- Client (Internal) Centricity
- Effective Communication
**Deliver**
**No.**
**Performance Parameter**
**Measure**
1.ProcessNo. of cases resolved per day, compliance to process and quality standards, meeting process level SLAs, Pulse score, Customer feedback2.Self
- ManagementProductivity, efficiency, absenteeism, Training Hours, No of technical training completedQualifications:
Graduate only
- Customer service
- Good commumnication skills
We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, caste, creed, religion, gender, marital status, age, ethnic and national origin, gender identity, gender expression, sexual orientation, political orientation, disability status, protected veteran status, or any other characteristic protected by law.
