About this role
Sky service Relationship Manager – NR – CCU
Department Customer Experience Center
Location Thane
Reporting Relationship CEC – NR – CCU/ICC
Position Grade Assistant Manager
Job Role
• Handling customer queries / complaints primarily on emails, letters and calls • Adhere to agent-level Service Level Agreement (SLAs) specific by the process • Ensure adherence to time schedules (Turn Around Time) • Complete the logs specified by the process (End-of-day target) • Adherence to Information Security norms & quality process norms. • To be aware of and comply with any updates about the process • Act on the feedback given by Team Leader/Team Coach or Quality or on the coaching provided to the team as guidelines for improving performance • Provide inputs to improve work procedures that can enhance overall team performance
Job Description
• Graduate • Atleast 1-2 years experience with 6 months which should to be in customer service role - Understanding of call center industry an advantage • Excellent communication skills – Verbal & Written • Flexible to work 24/7 (For Females: 7AM till 8PM) including Sunday/holidays • Flexible to get scattered 8 Week Offs in a month with 9hours shift • Good listening skills and strong communication abilities. • Be Confident and willing to learn with a flair for knowledge. Possess an upbeat, positive can-do attitude & works with integrity • Team Player, collaborative Self-motivated person including the ability to act as a role model within the organization. Should be able to establish rapport quickly with peers, managers & customers