Position:- Customer Support Executive,

Job Location:-Gurugram

Interview Mode:- F2F

We are looking for someone with experience in International Voice Process,

Someone with impeccable Communication Skills.

We have 15+ Openings,

So please share to anyone with skills we require who is looking for a change or in a need of JOB,

Type of contract: Permanent 

Location: Gurgaon

DESCRIPTION

Customer Service

The Analyst - Customer Service represents the Service Center which is responsible for delivering timely

and accurate customer service through any/any/all the mediums i.e. on phone, web chat. The Customer

Service Specialist post Go-Live/Certification is required to be an efficient communicator who is well

versed with CS tools, domains, client plans and provisions. He/she reports to the assistant manager and

may be aligned to one or multiple clients across various domains. She/he is required to effectively

communicate complex client plans and provisions aimed at driving first call resolution. She/he is

expected to provide effective solutions within the scope of defined client plans and provisions helping

the participants make an informed decision. He/she will be required to adhere to Client Level & internal

Service Level Agreements’ and creates a positive participant experience through their knowledge,

personal service, confidence building and timely resolution. This role may be leveraged across multiple

teams.

(RESPONSIBILITIES)

•100% of production time to be spent logged in on calls

•Answer calls 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

•Maintain internal & client defined quality on calls

•Understands and contributes positively in meeting client SLA’s & 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, Abandon Rate, Call back timeliness etc.) are

met or exceeded consistently

•Take complete ownership of self-learning & development

•Ensuring proper documentation and follow-ups and follow SOP’s

•Articulate complex client plans and provisions in a simplified and understandable manner to take an

informed decision.

•Helps in identifying issues, process delays, and quality problems and recommends solutions and

executes.

•Work with leads to ensure delivery in accordance with standard operating procedures