Executives EXL/E/1036595

1 month ago

Pune, India exl Full time

Job Description

PROCESS

IMServ - Voice

POSITIONS

Process Analyst/ Executive/Sr. Executive (Experience of minimum 6 months preferred)

COMPLEXITY

Complexity: Medium to Complex

CORE REQUIREMENT

Performance Parameters 

§Productivity§Accuracy§Attendance

Role Responsibilities

§Handling inbound calls from our third-party providers to resolve queries, book & confirm appointments§Achieving high call quality, meeting compliance standards whilst delivering against agreed performance metrics§Incoming calls predominantly from the Field engineers relating to jobs they have been dispatched to work§Management of inbound calls and mailbox where demand is predominantly from site visit agent in field - demand relates to jobs planned on their schedule or have visited providing insights back to the office§Resolving queries, the first time they are raised, ensuring that the future expectations are clearly defined§Working to a high level of accuracy - ensuring that the customers’ account reflects the information provided§Ensuring our third parties receive excellent customer service.§

Qualification

§Computer literate (MS Office & Domain knowledge) with 12 + 3 Yrs. of Education

Experience

§Minimum 6 months work experience preferred

Soft Skills

§Good spoken English and good verbal communication skills. Ability to communicate correctly and clearly. CEF Level B1-5 and above §Good problem-solving skills, strong troubleshooting skills§Ability to approach problems logically. Ability to communicate correctly (grammatically and contextually correct) and clearly§Commitment and drive for targets, decision making ability, adaptable & flexible§Customer service focus – Ability to empathize with the customer/third parties and prioritize requests

Desirable Skills

§Customer service Focus – Ability to empathize with the customers and third parties and prioritize requests§Commitment and drive for targets§Decision making ability, Adaptable & Flexible

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