Executive-Back-End/ Non Voice
2 weeks ago
Role primarily involves dealing with end customers via chat, responsibilities include answering customer queries related to their contracts. Some bit of outbound calling is also required depending on the complexityAverage Handle Time ;Quality Assurance (Finished Product Quality ) Measurement of the customer service representative's skillsAuthentication - Measurement of the customer service representative's soft skillsAttendance - dependabilitySchedule Adherence - punctualityFirst chat resolutionCustomer Experience (NPS) - Measurement of the customer service representative's skills ; ; ; ; ; ; ; ; ; ;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 ;Manage customers chats for any queries related to ServicesProvide resolution by catering exceptions and update systems accordingly.Verifying customer detailsProvide relevant system generated information ;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 ProceduresEnsure use of standard verbiage – use of short & effective statements.Resolve customer queries in first contact itself
Responsibilities
Role primarily involves dealing with end customers via chat, responsibilities include answering customer queries related to their contracts. Some bit of outbound calling is also required depending on the complexity Average Handle Time Quality Assurance (Finished Product Quality ) Measurement of the customer service representative's skills Authentication - Measurement of the customer service representative's soft skills Attendance - dependability Schedule Adherence - punctuality First chat resolution Customer Experience (NPS) - Measurement of the customer service representative's skills 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 Manage customers chats for any queries related to Services Provide resolution by catering exceptions and update systems accordingly. Verifying customer details Provide relevant system generated information 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 in first contact itself
QualificationsNA
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