ROLE - Executive

PROCESS - UK Telecom

QUALIFICATION :

- Graduate with minimum 6 months Exp in voice/chat/email process

- Undergraduate with minimum 2 Years of exp in voice/chat/email process

- Graduate fresher with extremely good communication

JOB DESCRIPTION :

- This is a back office customer service role which involves processing cases on webchats and / or email

- Conduct webchats with the end customer and provide responses to the queries raised by the customer,

- Make any relevant changes to the customer's 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 customer's 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 one's 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

- Candidate Can join ASAP

- Knowledge of about latest mobile technology preferred

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