Senior Executive

Job Title :Executive / Senior Executive

Department :Contact Centre

Location :Andheri East, Mumbai

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