11/04 Parvez Khan
Recruiter at Zadok HR

Views:58 Applications:12 Rec. Actions:Recruiter Actions:5

Customer Care Role - Internet/Online (2-4 yrs)

Mumbai Job Code: 70437

Customer Excellence :

- Act as a one point of contact for the designated key account

- Respond to customer complaints directly as well as via customer service representatives at the designated key account

- Ensure streamlined processes and smooth issue resolution

- Collaborates with the Contact Center team and service teams for resolutions regarding customers issues, product problems, service questions and other general client concerns

- Address service problems by clarifying the customers complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution

Process Excellence :

- Ensures timely resolution to all escalations within optimum turn-around-time or agreed TAT while maintaining high level of professionalism

- Ensure Quality trend is maintained as per the norms.

- Execute the organization's plan towards increment of NPS

- Prepares service reports by collecting and analyzing reasons for escalations and escalations

- Provide regular updates through weekly, monthly and quarterly reports and metrics to internal stakeholder teams

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