Executive - CC - Tamil

As an Executive/Senior Executive in the Contact Centre department located in Andheri East, Mumbai, your role will involve managing a large volume of incoming calls/emails. Your primary responsibilities will include: - Identifying and assessing customers" needs to ensure satisfaction - Building sustainable relationships and trust with customer accounts through open and interactive communication - Providing accurate, valid, and complete information using the appropriate methods/tools - Handling customer complaints, offering suitable solutions and alternatives within the time limits, and following up to ensure resolution - Keeping records of customer interactions, processing customer accounts, and filing documents - Going the extra mile to engage customers - Engaging in active listening with callers, confirming or clarifying information, and diffusing any situations with angry clients as needed - Striving to meet or exceed contact center metrics while consistently providing excellent customer service - Escalating deserving calls to the Escalations team according to defined standards and protocols - Following communication procedures, guidelines, and policies Desired Candidate Profile: - Excellent written and verbal communication skills - Proficiency in Tamil language - Strong customer service skills, with a focus on customer issues - Prior experience in BPO/KPO is a must - Flexibility with the working schedule - Background in blended process work - Good experience in inbound calls/emails/chat processes Experience: 2+ years,