Executives

Primary Responsibility

Performance Parameters

• One plus 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 - 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 engineer chats related to metering processes .
• 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 engineer queries in first contact itself
  

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.
• SME/ Process Trainer for the purpose of training as and when required.
• QCA and CEA for the purpose of training and audit.
  

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 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.
  

Technical Skills

• Good Computer navigation skills, keyboarding skills
• Should be familiar with MS Office
• Typing speed must be between 30-35 wpm with 95% accuracy
  

Soft Skills

• Good Spoken English
• Excellent written and verbal communication skills
  

• Good Problem Solving Skills
  

• Ability to communicate correctly (grammatically and contextually correct) and clearly.
• CEF scores of B2 on both Written and Spoken English
  

Desirable Skills

• Attention to detail
• Adaptable & Flexible
• Active Listening skills. Should show capabilities to drive a discussion
• Self discipline
• Learning and decision making
• Listening, Patience, and Action oriented