Roles and Responsibilities
- 100% of production time to be spent logged in on calls or web chat
- Answer calls, chats & mails with an approach to deliver positive customer satisfaction
- Articulate complex client plans and provisions in a simplified and understandable manner helping participants make an informed decision
- Focus on First Call resolution & accurate research initiation
- Maintain internal & client defined quality on calls
- Understands and contributes positively in meeting client SLAs & targets
- Adheres to Customer Service Attendance & Accountability policies
- Ensures Customer Service Representative, Team & Client level targets (Customer Satisfaction, Service Level %, Average Handle Time, Session Time, Wait Time, First Call Resolution, Abandon Rate, Call back timeliness etc.) are met or exceeded consistently
- Take complete ownership of self-learning & development
Desired Candidate Profile
- Work Experience of 0 - 2 years for Customer Service Voice and/or Web Chat
- Prior Customer Service experience would be preferred
- Working knowledge of computers (Diploma / short term course)
- Excellent verbal and written communication skills with least grammatical errors
- Basic computer operating skills required (MS- Office Applications).
- Appropriate Typing speed to be able to efficiently manage documentation during/post interaction