Process Name :  FK/ Holiday/ Mantra/ Vodafone

Designation : Senior Executive operations (CSA)

Consultant needs to handle Queries, Requests and Complaints from customers tactfully, provide excellent customer experience at every interaction and ensuring end to end resolution by taking complete ownership for the customer in every transaction. The goal is to achieve superior customer engagement and ensure a significant improvement in customer experience.

Qualification / Eligibility Criteria : (Pre-Requisite)

- Graduate in any stream,

- Should have minimum 1 year of relevant work experience as a consultant (Not from Telecom Background)

- Language capabilities - English & Hindi (Written & Verbal) - one additional regional

- Language Tamil/ Telugu/ Kannada/ Malayalam (preferable)

- Adhere Diversity ratio Male/Female - 60:40 ratio

- Consultants to be from relevant industry (telecom to be strictly avoided), preferably with International contact Center Experience.

Agent Profile :

- Compassion - Understands and responds appropriately and respectfully to emotional components behind responses: Empathy and Apology

- Customer Centricity - The mindset of "highest value for the customer" always willingness to help, demonstrate ownership, and attention to details

- Composure - Stays calm under pressure: Courteous, and Professional

- Communication Proficiency - Ability to convey message effectively: Comprehension, Active Listening, Rate & Clarity of Speech, Conversational Ability

- Ability to understand the customer problem and provide solution or information as per company policies and process

- Ability to compose grammatically correct, concise, and accurate paragraph/essay/letter

- Good understanding of etiquette for written communication (both email and chat)

Screening process :

- Regular HR screening to check on the pre-requisites and stability

- Advisor/FTE screening is done through AMCAT assessment and VETI 4 equivalent SVAR 60 and above score is considered.

- Psychometric evaluation is included within AMCAT assessment.

- Typing test included in AMCAT assessment and selection criteria is set at 25 WPM at 85% accuracy

- Following with Training, Operation and Client round of Interview.

CTC : Ranges between: 23000 PM

6 working days a week, Operations, rotational off, Hours of operation will be 24x7

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