Executives EXL/E/1003793

1 month ago

Pune, India exl Full time

Job Description

Primary Responsibility

Role primarily involves dealing with end customers via chat, responsibilities include answering customer queries related to the billing and metering queries

Performance Parameters 

1+ 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/NPS - Measurement of the customer service representative’s skills

Role 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 customer chats related to billing and metering queries 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 Focus on Customer Satisfaction, rapport building, effective communication and timely resolution of customer concerns  Any other essential function that may occur from time to time as directed by the Supervisor

Primary 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. Subject Matter Expert (SME)for the purpose of work-related issues and escalated transactions. Process Trainer/SME for the purpose of training as and when required. QCA for the purpose of audit and feedback.

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 a 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 skills

Ability to communicate correctly and clearly

Good Problem Solving Skills

Strong troubleshooting skills

Ability to approach problems logically

Ability to communicate correctly (grammatically and contextually correct) and clearly. CEF scores of B1-5 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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