Broad Responsibilities/ Major Deliverables: 

·        Taking/Handling Inbound Customer calls, Outbound calls,

·        Listening to and understanding the customer’s requirements

·        Provide product / service details & benefits to Customers

·        Providing end to end solutions to the customer

·        Asking the correct questions – probing and prompting the customer wherever required

·        Timely and accurate capturing all the information given by the customer

·        Timely follow up with Brands as per Escalation matrix till closure

·         Staying current with knowledge of products/ processes & services offered by the client
·         Ensure full adherence to all the quality parameters and SOP
·         Cooperate with other Team members, SMEs and Team Leaders.
·         Ensure 100% adherence to schedule

·        Escalating the call to the team leader / manager, wherever desirable

·        Handling irate / demanding customers where necessary, in a tactical manner

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MINIMUM SKILLS REQUIRED:

Qualifications

Requires a minimum of 10+2 or HSC or Graduate

Experience

Fresher’s/0-6 months in service industry

Age

18 years onwards

Technical Skills

 Good Typing Skills - 

Min of 15 WPM /75 % Accuracy

adept at operating computers & familiarity with Internet is desired

Aptitude

Process orientation, Systems thinking.

Key Competencies

Average/ Good communication skills depending on process, have pleasing telephone etiquettes, Customer focus, and willingness to learn.

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LANGUAGE SPECIFICATION: English & Hindi in general and the local language of that particular region