Co Founder at Big Bang HR Advisors
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Senior Executive - Customer Service - International Inbound Contact Center Operations (3-7 yrs)
Role Assistant Manager/Sr Executive - Customer Service (Contact Center)
(Designation will vary from Senior Executive to Assistant Manager based on experience and interview performance ).
Job location : Mumbai - Head Office
Job responsibilities :
- Contact Centre operation management - International Processes (North America/Europe/Middle East)
- Handling customer/Client queries/complaints (on call/email/Chat)
- Escalation & Social Media complaint management
- Responsible to achieve KPI performance targets
- Inform customers by explaining procedures; answering questions - providing information
- Update job knowledge by studying new product descriptions/Terms & conditions
- Participating in trainings.
- Maintain and improve quality results by adhering to standards and guidelines
- Recommending improved procedures, Ensure process adherence.
- Team Improvement processes, identify gaps
- Handling MIS reports such as TAT reports, Monthly meetings data and other reports which are required to be presented in front of senior management.
- Performance summary preparation of Monthly Business Review.
Skillset required :
- Should have directly managed Contact Centre operation.
- Should have experience of managing North America Contact Centre Operation
- Good in verbal and written communications
- Problem solving & decision making
- Time management
- Attention to detail,
- Customer first attitude
- Professionalism
- Multi-tasking
- Basic data analytics and reporting.
- Presentation skills
- CAPA
- Basic knowledge of Contact Centre Telecom Set-up.
Qualification - Graduate
Relevant experience needed - Min 3-5 years of experience in customer service background
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