Customer Service Exective 81 Days Ago

Job Purpose: We are looking an experienced Customer Excellence for managing large Volume of incoming calls/emails/Chats.

Responsibilities

• ∙ Responsible for managing large volume of calls/emails/chats
• ∙ Considering business operations,you will be moved to calls/emails.chats for your better exposure and learning.
• ∙ Identify and assess customers needs to achieve satisfaction
• ∙ Build sustainable relationships and trust with customer accounts through open and interactive communication

∙ Provide accurate, valid and complete information by using the right methods/tools ∙ Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. Keep records of customer interactions, process customer accounts and file documents

• ∙ Take the extra mile to engage customers
• ∙ Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed
• ∙ Understanding and striving to meet or exceed contact center metrics while providing excellent consistent customer service
• ∙ Escalate well deserved calls to the Escalations team as per the defined standards and protocol
• ∙ Follow communication procedures, guidelines and policies
• ∙ Responsible for delivering performance metrics as per the KPIs.

Desired Candidate Profile

• ∙ Excellent written and verbal communications skills and having relevant experience in blended process-calls/emails and chats.
• ∙ Excellent customer service skills, including maintaining focus on the customer issues ∙ BPO/KPO Experience is must
• ∙ Flexible with the working schedule.

Experience: 1+ years

Qualification: Graduate