-Flexible working options

-Leadership Role

-Fantastic work culture

Our client is an HR Advisory and Services company which strives towards providing total HR services and solutions to its clients.

The Job

Core Responsibilities

- Receive inbound chat/call/email queries for MM/BB/LJ pre & post booking from the customers.

- Respond to and resolve for customer service issues with the highest quality and as per the metrics put in place.

- Document all chats/calls with regards to customer queries/complaints accurately using CRM and our Proprietary tool.

- Follow up (Chat, Call and Email) with customers in case of pending / escalated issues.

- Communicate clearly and effectively with customers. - Deliver Outstanding Customer Experience to each and every Customer who has called in.

- Provide process improvement feedback to team leaders and managers, so that we can do the best for the customer.

Productivity - Number of chats handled, resolution time, first response time.

Quality - CSAT, Quality score.

Responsibilities

- Maintain a descent and agreeable Chat/Voice Handling duration with 100% compliance to documentation.

- Ensure Positive Outcome with every Interaction.

- Comprehend the query patiently to avoid repeat contacts.

- Rostered for 9 hours, expected to be online 8 hours; 6 days a week, with one rotational week off.

- Maintain integrity and hygiene with all customer and internal interactions.

Ideal Candidate

- You have at least 1 year experience within a Customer Service role, ideally within the Telecommunications industry.

- You possess excellent interpersonal as well as written and verbal communication skills.

- You have working knowledge of crm system, windows os and communication

- You are a strong mentor and coach who can build high performing teams

- You are adaptable and thrive in changing environments

- You are a strong team player who can manage multiple stakeholders