Subject Matter Expert//International Banking//Voice process//BPO

Leading BPO in Bangalore/Gurgaon

Hiring for SME/Subject Matter Expert

International Banking Voice Experience is Mandatory

5 Days working

Shifts 24*7

Customer Service Process

CTC UPTO 6LPA

Require Either SME on Papers or Tenured Sr Executive on papers

Looking for Immediate joiners/Max 1 Month notice period

Role and Key responsibilities:

• Groom new hires & provide floor support to enhance customer experience
• Real Time support to advisors and monitor performance
• Identify root cause issues and recommend solutions.
• Effectively monitor and evaluate performance.
• Provide appropriate Coaching, evaluation feedback to Advisors.
• Handle voice calls and chat within their skill set.
• Perform transaction monitoring evaluations.
• Create, maintain and execute coaching plans, ensuring up-skilling to meet and exceed performance targets
• Work collaboratively with customers to deliver high levels of First Contact Resolution and Customer Satisfaction

• Key Skills and knowledge:

• Excellent written & verbal communication skills
• Strong customer service aptitude
• Strong Excel & Analytical skills shall be an added advantage.
• flexible, sensitive and open minded when dealing with customers.
• Expertise & proficiency in Banking products preferably credit cards
• Experience handling voice and chat transaction.
• Knowledge of Quality metrics & guidelines
• Experience in coaching individuals via observation, feedback, mentoring and task demonstration
• Ensure the highest standards of service delivery are maintained, monitoring quality performance and providing feedback to team members.
• Conduct audits of processes and transactions to identify areas for improvement.

Interested candidates can mail their cv at simmi@hiresquad.in or call at 8467054123