Executives EXL/E/1085697
2 months ago
Job Description
Primary Responsibility
Role primarily involves dealing with end customers via chat, responsibilities include answering customer / engineer queries related to the Smart metering and faults.
Performance Parameters
One plus chat concurrency / 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 - Measurement of the customer service representative’s skillsRole Responsibilities
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 engineer chats related to metering processes. 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 engineer queries in first contact itselfPrimary Internal Interactions
AM for the purpose of reporting performance, escalation handling, clarifying concerns, and seeking feedback and support. Manager for the purpose of settling issues left unresolved by the AM and monthly evaluation of performance CCEs (Team Members) for the purpose of seeking cooperation & clarification on process-related matters & providing assistance and support when required. SME/ Process Trainer for the purpose of training as and when required. QCA and CEA for the purpose of training and audit.Minimum Qualification
Total of fifteen years of education including, at a minimum, (i) a degree from a university or Government-recognized private college degree program of three years or more, or (ii) a diploma of three years or more from a Government registered and nationally recognized educational institution providing diplomas in the hospitality, tourism or travel industry.Minimum Experience
Domain knowledge
Minimum 1 year of Webchat experience is must. Candidates with voice background & prior, web chat experience in preferable UK utilities domain will be preferred, or experience of Webchat/e-mailing process with more than 1 concurrency, flexi shift and weekend working is most desirable.
Technical Skills
Basic Knowledge of computers:
Good Computer navigation skills, keyboarding skills Should be familiar with MS Office Typing speed must be between 30-35 wpm with 95% accuracy
Soft Skills
Required Skills:
Good Spoken English Excellent written and verbal communication skillsAbility to communicate correctly and clearly
Good Problem Solving SkillsStrong troubleshooting skills
Ability to approach problems logically
Ability to communicate correctly (grammatically and contextually correct) and clearly. CEF scores of B2 on both Written and Spoken English
Desirable Skills
Attention to detail Adaptable & Flexible Active Listening skills. Should show capabilities to drive a discussion Self discipline Learning and decision making Listening, Patience, and Action oriented-
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