Manager at Xrillion Technologies Pvt Ltd
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Customer Service Role - BPO (0-2 yrs)
KEY RESPONSIBILITIES AND ACCOUNTABILITIES :
- Provide phone support for Global customers.
- Be responsible to deliver high quality, customer-driven, support service resolving customer inquiries at the first point of call wherever possible.
- Demonstrates confidence and willingness to resolve customer requests or queries.
- Maintain and improve customer Satisfaction by delivering against those initiatives that have been identified as crucially important during each and every customer support engagement.
- Ability to assess customer sentiment at all stages during the communication, to take the lead in escalating an issue on behalf of the customer and to arrange for a supervisor to mediate in the interaction if deemed necessary by you or if requested by the customer.
- Manages all customer communication with the appropriate level of etiquette, timeliness, and professionalism, whilst working towards achieving agreed operational targets.
- Can interact effectively with the personnel, tools & resources in the Customer/technical Services team to help resolve customer issues (escalation points, knowledgebase tools, internal applications etc.)
- Completes all training and development activities in a timely manner.
- Understanding of escalation handling procedures.
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