Customer Care Executive

EXL SERVICES

Pune

Not disclosed

Work from Office

Full Time

Min. 1 year

Job Details

Job Description

Executives

Skill Set Matrix for Customer Care Executive – BGB Back office
Skills Sets	TESTED / TRAINED THROUGH	Qualifying Score
Technical Skills	Good computer Navigation skills	Computer Proficiency test at Hiring	70%
	- Ability to use the Desktop Computer system
	- Basic IT knowledge & familiarity of Operating Systems (Windows 95/98/2000/NT)
	- Basic Knowledge of using Internet, Web Browser, Search Engine etc
	Keyboarding Skills	Typing Test at Hiring	>= 25
Process Specific Skills	Knowledge of UK Culture	UK Culture Training	80%
	Knowledge of Utility Industry in UK	Domain Training	80%
	Process Knowledge - Will be provided based on the Nimbus maps & work instructions provided for training by the client. Please review JD for details on process, Micro knowledge of the process, Micro knowledge of tasks and sub tasks handled, Micro knowledge of tasks and sub tasks handled	Process Training and Assessments	80%
	Systems Knowledge - Training will be provided on clients proprietary mainframes and systems . All specific System Applications that are to be used in this Role Profile
Customer Service Focus - Ability to clearly understand the key customer issues by gathering relevant information from a variety of sources (different systems), & understand sequence of events	Customer Service Skills Training	80%
Data Gathering and Handling Skills	Data sufficiency test at hiring	70%
Problem Solving Skills	Logic & Reasoning Test at Hiring	80%
Soft Skills (Desirable)	Business Awareness	Personal Interview at the time of hiring On the job Coaching/ Mentoring
	Teamwork
	Adaptability
	Work standards
	Managing self
Minimum skills - required to have threshold and tool for measurement.
Desirable Skills - No threshold specified