BPO Executive

7 days ago

Gurgaon, Haryana, India EXL SERVICES Full time ₹ 8,00,000 - ₹ 12,00,000 per year

Executives

Role primarily involves managing inbound/outbound calls to end customers - responsibilities include receiving/making outbound calls, taking action on incoming queries, making required negotiations, updating the system, taking required action and escalation handling. Delivering results as per Service Level Agreement targets / timelines will be key, with focus on Customer Satisfaction and quality of transactions. Works towards maximizing cash inflows & reducing bad debts.

Essential Functions

  • Ensure that the guidelines are followed as per standard procedures

  • Ensure that the quality of the transactions is in compliance with predefined parameters

  • Ensure adherence to Company Policies and Procedures

  • Ensure fair methods are used to collect outstanding balance on the account

  • Focus on Customer Satisfaction, rapport building, effective communication and timely resolution of Customer concerns

  • Achieving key targets for the process in line with the SLA (Service level Agreement)/KSFs (Key Success Factors)

  • Prepare reports of the accounts assigned to the team.

    Any other essential function that may occur from time to time as directed by the Supervisor

Minimum 2 years' work experience in any BPO involving speaking with US/UK customers. A candidate with prior B2B Collections in outbound calling experience is mandate.

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