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Executives EXL/E/1031151
1 month ago
Job Description
Skills Sets
TESTED / TRAINED THROUGH
Qualifying Score
Technical Skills
Min
Ability to use the Desktop Computer system
Technical Test
> =7/10
Basic IT & familiarity of Operating Systems (Windows 95/98//NT)
Basic Knowledge of using Internet, Web Browser, Search Engine etc
Keyboarding Skills
Typing Test
> =25
Process Specific
Min
Process Knowledge - Will be provided based on the Desktop procedures provided for training by the client. Please review JD for details on process
Process Training and Assessments
80% Process Knowledge
Systems Training - Training will be provided on clients proprietary mainframes and systems
Quality and Compliance Training - Overview on client quality, compliance laws and regulations will be provided . Executives will be trained on Fatal Errors, Escalation procedures and Exl's company quality policy, call quality form
Client Specific
Min
British Gas requires all agents to have excellent spoken English and should be able to communicate correctly and clearly. They are particular about agents ability to converse in correct English, rate of speech, grammar and clarity
Soft Skills
Min
Excellent Spoken English
Ability to communicate correctly and clearly
(grammatically and contextually correct) - FAILING IN GRAMMAR OR ACCENT - DO NOT HIRE
CET
Hiring
Accent
75%
Voice Modulation
80%
Grammar
85.00%
Listening Skills
85%
Rate of speech
75%
Customer Service Focus - Ability to clearly understand the customer and empathize with him/her, ability to ask probing questions and record details, ulimately scoring high on customer experience
Customer Service Skills
85%
Telephone Etiquette
75%
Good analytical skills.
Reasoning Test
85%
Desired Skills
Questioning, Reasoning and Analytical
Psychometric Test
Monthly Evaluations done by the Mgr and/or the AM and the susequent rating given
Adaptable and Flexible
Self Discipline, Listening & Patience
Commitment and Drive for results.
Assertiveness
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