Executives

Job Description

To work on Chats (B2B) for a UK Energy Customers. Need to good writing skills (CEF- B1-5) Brief Overview of the Process The UK energy market is deregulated, enabling customers to choose their energy supplier for both gas and electricity. OVO is moving towards servicing a customer’s needs across products, as customers can now choose to manage their products through a single bill . You will now be expected to manage customer billing fallouts for both gas and electricity. This process involves the following key activities To manage transactions for gas and electricity customers. You will be routed exceptions around allocating payments to the related accounts Performance Parameters SLA metrics – Productivity, Speed, Accuracy, Dual concurrency Chats Attendance Schedule Adherence Role Responsibilities Ensure that process is followed when working on Chats Ensure that the assigned targets are met in accordance with SLA and Internal standards Ensure that the quality of transaction is in compliance with predefined parameters as defined by Process Excellence Ensure adherence to established attendance schedules Ensure adherence to Company Policies and Procedures 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 for the purpose of work thread related issues and escalated transactions QCA for the purpose of feedback and audit Trainers for the purpose of Pre-process and Process training Primary External Interactions Escalation teams at the client end for the purpose of seeking clarifications & answering queries SME / Trainers at the client end for training Show more Show less