Customer Service Executive-Premium Inbound

Job Requirements Role/Job Title: Customer Service Executive - Premium Inbound Function/Department: Customer Experience Job Purpose: Your success in this role will be measured against key performance indicators, including but not limited to productivity levels, Average Handling Time (AHT) optimization, and achieving a high rate of First Contact Resolution (FCR). These metrics are pivotal in evaluating and enhancing the overall effectiveness of the Premium Inbound Customer Service operations. Roles & Responsibilities As a Customer Service Executive in the Premium Inbound segment, your primary focus will be on enhancing productivity within the Customer Contact Center. This entails maintaining service quality, optimizing Average Handling Time (AHT), and ensuring a high level of First Contact Resolution (FCR). Additionally, you will be responsible for adhering to established Turnaround Time (TAT) benchmarks for all customer requests. A key aspect of your role involves driving channel migration to alternate channels, contributing to a more efficient and diversified service delivery model. In addition to your primary duties, you will actively drive all initiatives within the Customer Contact Center, ensuring a comprehensive and coordinated approach to customer service excellence. Education Qualification Graduation: Bachelor’s in engineering / Technology / Math’s / Commerce / Arts / Science / Biology / Business / Computers / Engineering / Management Experience: 2 to 5 years of relevant experience. Show more Show less