Executive-Customer Care Voice-Inbound

• Ensure Outbound & Inbound voice contact to customer to solve queries


• Average Handle Time


• Quality Assurance (Finished Product Quality) Measurement of the customer service representative s skills


• Authentication - Measurement of the customer service representative s soft skills


• Attendance - dependability


• Schedule Adherence - punctuality


• First Call resolution


• Customer Experience (NPS) - Measurement of the customer service representative s skills


• Ensure that the process transactions are processed as per Desktop procedures


• Ensure that the assigned targets in accordance with SLA and any internal standard are met


• Manage customers calls for any queries related to Services


• Provide resolution by catering exceptions and update systems accordingly.


• Verifying customer details


• Provide relevant system generated information


• Ensure that the quality of the transactions is in compliance with predefined parameters as defined by Process Excellence Standards.


• Ensure adherence to established attendance schedules


• Ensure adherence to Company Policies and Procedures


• Ensure use of standard verbiage - use of short & effective statements.


• Resolve customer queries in first contact itself

No requirement of internal resource

NA