JOB DESCRIPTION:

Job Summary:Inbound customer services calls, Back office, Email, E-Com and Outbound for Retail and Banking Processes.

Broad Responsibilities/ Major Deliverables:·         Taking/Handling Inbound Customer calls, Outbound calls, Emails, Chat

·         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