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Manpowergroup Services India
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Customer Service (Voice process)

Customer Service (Voice process)

Manpowergroup Services India

1 - 5 years

1 - 4 Lacs

New Delhi Gurugram Delhi / NCR

Posted:2 months ago| Platform:

Apply

Skills Required

tele calling voice bpo voice Customer support voice process escalation handling cce customer service call center Voice Support calling Customer Care customer handling

Work Mode

Work from Office

Job Type

Full Time

Job Description

Job descripation: Title: Senior Executive - Customer Services, SME- Location: Gurugram Role Purpose- Responsible for serving customers across multiple channels as a single point of contact ( Email/ Voice/ Chat etc) as an OMNI-channel specialist, part of Super Premium team in customer services specializing in managing relationship of HNI / Premium/ VVIP customers. Role Accountability 1. Provide servicing to customers across channels (Email/ Voice/ Chat etc.), ensuring optimum service levels to enhance customer experience 2. Ensure minimal repeated errors on Escalations and EWS(Early Warning System) cases by working closely with Quality and training team 3. Liaison with Sales, marketing, Risk, Product, pricing, and collection for the deviations, Service Nos and change/improvement in process 4. Ensure maintenance of TAT of resolution across sub-processes 5. Perform process documentation and compliance adherence Measures of Success 1. FRT(First Response Time) Rate 2. Real time Resolution rate 3. CSAT 4. Productivity and accuracy 5. Adherence to Process TATs 6. Zero Avoidable Escalation 7. Process Adherence as per MOU Technical Skills / Experience / Certifications 1. Experience of handling VIP/ Premium customers in service delivery

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Customer Service (Voice process)