Executive-Back-End/ Non Voice

4 days ago


Noida, Uttar Pradesh, India EXL Full time ₹ 2,50,000 - ₹ 7,50,000 per year
Description
  • 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
Responsibilities

NA

Qualifications

NA



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