Executive

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

Responsibilities: ∙ 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

Desired candidate profile: ∙ Excellent written and verbal

commutations skills ∙ Excellent customer service skills, including maintaining

focus on the customer issues ∙ BPO/KPO Experience is must ∙ Flexible with the

working schedule∙ Should be from blended process ∙ Should have good experience

in Inbound calls/emails/chat process. Experience: 2+ years Qualification:

Graduate