About this role
• Role primarily involves dealing with end customers via chat, responsibilities include answering customer queries related to their contracts. Some bit of outbound calling is also required depending on the complexity • 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 • Customer Retention, Sales/upselling, Complaints Clouser ability • 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 customers chats for any queries related to Services • 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 • 3 concurrency, Rotational shift & week offs
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