Job Overview
Job Description
JOB SUMMARY:
To handle queries and complaints from customers tactfully, provide excellent customer experience at every interaction and ensuring end to end resolution by taking complete ownership for the customer in every transaction. The goal is to gradually achieve superior customer engagement and ensure a significant improvement in customer experience. Being a part of this team also means to be the whistle blower, highlight issues impacting customers both external and internal.
KEY ATTRIBUTES
? Excellent interpersonal skills, with the ability to troubleshoot functional and non-functional issues correctly and clearly to external customers and internal stakeholders
? Excellent spoken and written language skills with an ability to compose a grammatically correct, concise and accurate written response
? Access software, drivers, knowledge bases and frequently asked question resources on the Internet to aid in problem resolution
? Perform post resolution follow-ups to help requests / To follow up on cases till closure flawlessly
? Ability to work independently and make decisions with little or no guidance
? Should be willing to work for the customer without having constraints to timings/shifts
? Ensure TAT is adhered to at all costs
? Flexible with 24/7 shift
? Knowledge of applications such as Smart Assist / Avaya
? Thorough understanding of the organization goal and objectives
? Strong time management skills
? Should be flexible in learning different processes and be cross-skilled
? Ensure to keep at par with the team and implement feedbacks
? Handle high anxiety customers with a composed attitude
QUALIFICATION / ELIGIBILITY CRITERIA: (Pre Requisite)
? Graduate in any stream
? Minimum Consultant role
? Should have 1 year relevant experience
SELECTION PROCESS:
All qualified / eligible applicants will go thru the following screening process
? Written test (Will include the below)
o Knowledge check – Owner (Training team) – Threshold Training criteria
o Typing test – Owner (HR & Tech) – Minimum of 30 words per min
o Compose/Draft an Email Response – Owner (Training team) – Response to be grammatically correct with appropriate punctuation and sentence construction.
o 3 Mock Calls – Owner (Quality and Training) – Minimum score of 80+ in 2 calls with no Fatal errors such usage of Nonprofessional language, Interruption without apology, Being Rude or sarcastic.
