Executive - CC - Tamil

As an Executive / Senior Executive in the Contact Centre department located at Andheri East, Mumbai, your role involves managing a large volume of incoming calls/emails to ensure customer excellence. Your key responsibilities include: - Identifying and assessing customers" needs to achieve satisfaction - Building sustainable relationships and trust with customer accounts through open and interactive communication - Providing accurate, valid, and complete information using the right methods/tools - Handling customer complaints, providing appropriate solutions and alternatives within the time limits, and following up to ensure resolution - Keeping records of customer interactions, processing customer accounts, and filing documents - Taking the extra mile to engage customers - Engaging in active listening with callers, confirming or clarifying information, and diffusing angry clients as needed - Striving to meet or exceed contact center metrics while providing excellent consistent customer service - Escalating well-deserved calls to the Escalations team as per the defined standards and protocol - Following communication procedures, guidelines, and policies Your qualifications should include: - Excellent written and verbal communication skills - Proficiency in the Tamil language - Excellent customer service skills, including maintaining focus on customer issues - Must have BPO/KPO experience - Flexibility with the working schedule - Experience in inbound calls/emails/chat process With 2+ years of experience, you are expected to excel in this role and contribute to the overall customer satisfaction goals of the organization.,