Customer Service Executive

2 days ago

CBD Belapur Navi Mumbai Maharashtra, India ALOIS Solutions Full time

**Key Responsibilities**:

- **Process Monitoring & Evaluation**:

- Assess customer interactions for accuracy, clarity, tone, and adherence to company policies and procedures.
- **Quality Assurance**:

- Conduct routine **quality audits** and provide detailed feedback to agents regarding their performance.
- Identify gaps in service delivery and recommend improvements to enhance customer experience.
- Perform **root cause analysis** on recurring quality issues and develop corrective actions or training programs.
- **Performance Reporting & Feedback**:

- Prepare **performance reports** and provide insights on trends, issues, and opportunities for improvement.
- Regularly communicate feedback to team leaders and supervisors on agents' performance.
- Participate in team meetings to discuss quality improvement strategies and customer satisfaction goals.
- **Training & Development**:

- Collaborate with the training team to identify areas where agents need additional support or coaching.
- Assist in the development of training materials based on quality analysis findings.
- Conduct refresher training sessions for agents based on feedback and performance metrics.
- **Customer Satisfaction & Issue Resolution**:

- Ensure that customer concerns or issues identified through quality audits are escalated and addressed appropriately.
- Track and monitor customer complaints related to the quality of service provided and work with management to resolve them.
- **Process Optimization**:

- Identify inefficiencies or bottlenecks in the **voice and non-voice processes** and propose improvements.
- Recommend process improvements to streamline workflow and enhance the overall customer experience.
- Act as a liaison between the QA team, operations, and other departments to ensure continuous process improvement.

**Job Types**: Full-time, Permanent, Fresher

Pay: ₹5,000.00 - ₹21,000.00 per month

Schedule:

- Day shift
- Morning shift

Supplemental Pay:

- Performance bonus

**Language**:

- English (required)
- Hindi (required)

Work Location: In person

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