Executives

Performance Parameters

• 1+ chat concurrency / 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 chat resolution
• Customer Experience/NPS - Measurement of the customer service representative’s skills
  

Role Responsibilities

• 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 customer chats related to billing and metering queries
• 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
• Focus on Customer Satisfaction, rapport building, effective communication and timely resolution of customer concerns
• Any other essential function that may occur from time to time as directed by the Supervisor
  

Primary Internal Interactions

• AM for the purpose of reporting performance, escalation handling, clarifying concerns, and seeking feedback and support.
• Manager for the purpose of settling issues left unresolved by the AM and monthly evaluation of performance
• CCEs (Team Members) for the purpose of seeking cooperation & clarification on process-related matters & providing assistance and support when required.
• Subject Matter Expert (SME)for the purpose of work-related issues and escalated transactions.
• Process Trainer/SME for the purpose of training as and when required.
• QCA for the purpose of audit and feedback.
  

Minimum Qualification

• Total of fifteen (15) years of education including, at a minimum, (i) a degree from a university or Government-recognized private college degree program of three (3) years or more, or (ii) a diploma of three (3) years or more from a Government registered and nationally recognized educational institution providing diplomas in the hospitality, tourism or travel industry.
  

Minimum Experience

Domain knowledge

• Minimum 1 year of Webchat experience is a must. Candidates with voice background & prior, web chat experience in preferable. UK utilities domain will be preferred, or experience of Webchat/e-mailing process with more than 1 concurrency, flexi shift and weekend working is most desirable.