Job Description
Are you ready for a challenging and exciting endeavour that will require the investment of a lot of hard work, dedication and all your experience? Are you ready to bring your skills, competencies/experience responsible for handling escalated service issues, monitoring customer service levels, tracking and determining the source of issues trends, and developing an improvement plan? This includes the timely turnaround of all customer service correspondence. Driving business KPI’s and continuous improvement where needed in order to meet our business goals.
Your Responsibilities Include the Following:
Handle Incoming Requests
Answers phone inquiries in an efficient and friendly manner, using customer names when possible and routing calls to proper extensions.
Monitors and responds to guest within 90 seconds over the telephone and/or email.
Handles all customer interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; resolves customer complaints; assists customers in all inquiries in connection with their needs.
Create a world-class customer experience, and we intend to build our customer delight operations as a center of excellence and a source of competitive advantage.
Answer calls professionally to provide information about products, services, receive orders, cancel orders, and obtain details of complaints.
Keep records of customer interactions, transactions, recording details of inquiries, complaints, and comments, as well as actions taken.
Problem Solving
Professionally and appropriately responds to internal customer inquiries and develops a positive working relationship.
Performs follow-up as needed and within the time frame promised to the customer.
Researches resolves, responds to internal customer and logs service issues within a specified time period.
Accurately records customer inquiries and the status and prepares required reports.
Demonstrates empathy in customer interactions to diffuse emotion during adversity.
Occasionally uses statements to the customer to validate a clear understanding of the customer’s needs.
Focuses on the resolution versus the cause of the problem.
Researches the root cause, recurring issues and takes the appropriate action (suggestions for improvement, correctly escalates, etc.)
Quality
Consistently exceeds individual and team goals.
Effectively uses telephone systems.
Service Excellence.
Responds to the internal customer promptly.
Listens and captures information from the internal customer.
Responds appropriately.
Asks questions targeted to encourage complete responses.
Creates rapport with the internal customer.
Keeps the interaction moving forward.
Offers suggestions to the internal customer.
Uses industry and system knowledge to find the root cause of an issue, explore and find alternatives and solutions and appropriately advise/educate the internal customer.
Is mindful of the client service level agreement in all transactions.
Teamwork
Seeks opportunities to provide feedback on operational processes and the commercial relationship with the customer and provides suggestions for improvement.
Volunteers for additional tasks.
Willingly offers assistance to team members within and across teams.
Communication
Uses positive language and word choices to avoid negative customer reactions.
Maintains a high level of accuracy and professionalism.
Applies proper communication guidelines (clear, concise and personal) to interactions.
Uses correct grammar in interactions.
Professionally handles oral and written correspondence with customers and vendors regarding service.
What we offer you:
This is an exciting job in an international work environment. You’ll be working with a great international team of colleagues. And, we offer you a competitive package, training, career development, flexible hours and a dynamic work environment.
You’ll be joining a company that cares about its people SDG recognizes the importance of having a diverse employee base which reflects the geographies, customers and communities within which we serve.
We celebrate our different backgrounds, varied experiences and unique points of view.
Salary: INR 1,75,000 – 3,50,000 P.A. Overtime & Additional Weekend Allowance Provided
Industry:BPO / Call Centre / ITES
Functional Area:ITES , BPO , KPO , LPO , Customer Service , Operations
Role Category:Voice
Role:Associate/Senior Associate -(NonTechnical)
Employment Type: Permanent Job, Full Time
