Desired Candidate Profile

• Fresher (Any 2016 pass out either graduate or MBA colleges / Non Engineering)
• Excellent communication skills
• Flexible in meeting the dynamic nature of work

Qualification: B .Com / B.A. / B.Sc / BBA / BBM / BBS(Any Specialization) or MBA / PGDM / MMS (Any Specialization)

Salary Offered: 2.25 Lakh - 2.5 Lakh

Job Description

• This is a back office customer service role which involves processing cases on webchats and / or email
• Conduct web chats with the end customer and provide responses to the queries raised by the customer
• Make any relevant changes to the customers profiles on the systems
• Be able to refer and resolve any queries which need a steer from the process leader/ team coach
• Highlight any discrepancies with the customers data to the process leader/team coach or assistant operations manager
• Recommend any relevant products or billing profiles to the end customer.
• The role requires an individual to comprehend and articulate a query or complaint raised by the customer and be able to provide an effective and accurate response to it.
• The individual is expected to take ownership and responsibility for personal performance targets.
• Role requires an individual to reflect on their performance and learn from their mistakes, seeing these as opportunities to improve on ones performance in the future.
• The individual should agree on personal objectives with his/her team manager and discuss performance against these objectives with his/her team manager
• The individual should highlight any instances or give an indication where it appears that the customer may not be treated fairly.
• The individual should be flexible in meeting the dynamic nature of work
• To provide customer service to both internal and external customers;
• Drive a culture of quality and accuracy through cases worked on within the stipulated frameworks;
• Escalate any problem or risks to the Team Manager in the first instance and report breaches as per the prescribed Framework;
• Act as a facilitator during cross training and also get cross trained in other transaction types, once such opportunities are presented;
• Update the Time Capture Tool periodically and accurately;
• Maintain and implement personal development plans in partnership with the immediate manager;
• Identify, recommend and facilitate the implementation of process improvement initiatives / ideas to improve efficiency
• Shifts - UK shifts (Rotational, which also includes night shifts)