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Hexaware Technologies
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Customer Service International Voice Tech Support Team Member-BPS

Customer Service International Voice Tech Support Team Member-BPS

Hexaware Technologies

0 - 2 years

3 - 6 Lacs

mumbai pune chennai

Posted:3 days ago| Platform:

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Skills Required

customer service call support bps ui call quality sla matrix sales bpm open ui customer experience

Work Mode

Work from Office

Job Type

Full Time

Job Description

Ensure Fixed/5G & Mobile activations for Consumer and Enterprise segment is done in defined SLAs.

Provide on-call support to sales team on 117 IVR. Track and report call reasons.

Support sales team with logging complaints for incorrect recharges done on customer account and take corrective actions as required.

Maintain call quality and follow all calls related parameters to ensure best service & support is provided to our sales team.

All applications such as, Open UI, ECR, Smartsheet, GWC portal, Remedy Tool, BPM portal etc. needs to be used on a daily basis and advisor needs to be well trained and must have hands on experience on all applications.

Take customer appointments for fixed installations.

Ensure the port-in orders are submitted within the agreed service level with smooth on boarding, and the port outs are thoroughly validated and processed within defined SLA for MNP/FNP requests.

Focus on customer end to end journey starting from activations until first billing. Work as part of a team to ensure always offering an awesome customer experience.

Ensure that the desired request is fulfilled within the agreed service level with quality. All the necessary information related to product & process needs to be reviewed and followed while performing daily tasks.

Follow the escalation matrix when escalating to get the response within agreed service level and validate all the relevant documents before creating customer account in system in proactive manners

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Hexaware Technologies

IT Services and IT Consulting

Navi Mumbai Maharashtra

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Customer Service International Voice Tech Support Team Member-BPS