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Job Profile: 1. Primary responsibilities:
a. Customer related:
· Adhering to the KPI, and understanding Quality & Auditing parameters
· Provide First Time Resolution [ FTR ] on all Calls
· Ensure Customer is satisfied on all Calls & they are given quick resolutions
· Escalate Long Pending Issues of Customers to supervisor / appropriate Desk
· High level of integrity
· Give Correct and Complete Resolution to Customers on all Calls to avoid Repeat Calls by Customers.
· Be Polite with all Customers
· Ensure Customers Account Information is not compromised
· Zero Fatal Error (FE)
b. People related:
· Mentor & coaches new members of the team based on requirement
· Understand the company policies and adhere to it diligently, basic professional standards and established procedures, policies before taking action and taking decisions.
· Assumes responsibility for work activities and coordinating efforts
· Interpersonal relationship at work with peers, supervisors and should not have any recorded instance of misconduct.
· Adhere to attendance and punctuality norms
c. Process related:
· Maintaining TAT
· Understanding and adhering to quality standards
· Acquiring knowledge and Skills of related area of the process
· Understands, knows and interprets different complex scenarios and is able to resolve all assigned tasks
· Update oneself to changes in product on a daily basis
· All KPI Targets should be met.
· Average Handling Time (AHT) target to meet as per process
3. Desired Knowledge, skills and abilities:
1. Possess basic call center operations knowledge
2. Good reasoning and analytical skills
3. Able to communicate fluently in the vernacular language
4. Reasonably good at typing
5. Active listening skills
6. Passion to learn
7. Persuasive skills
8. Ability to comprehend the customer requirement well
Position: Full time
Hoppoo Lifestyle India Pvt. ...
Ggs imfocom pvt ltd
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