JD for Voice & Non Voice process

- Taking up the calls coming from the candidates and to resolve their queries as per pre-defined TaTs.

- Learning functional know-how of the assessment platform and various product features to be able to comprehend the issues a candidate may face and resolve those queries as per pre-defined TaTs.

- Following professional etiquettes and protocols while taking up the calls and resolving the issues any candidate may face.

- Management and resolve customer complaints

- Identify and escalate issues to supervisors

- Provide product and service information to customers

- Research required information using available resources

- Route calls to appropriate resources in case of escalation.

- Follow up customer calls where necessary

- Follow communication - scripts- when handling different topics

- Identify customers- needs, clarify information, research every issue and provide solutions and/or alternatives

- Build sustainable relationships and engage customers by taking the extra mile

- Meet personal/team qualitative and quantitative targets

- Other duties as assigned

Non Voice :

- Receive and respond to the emails coming from the candidates and to resolve their queries as per pre-defined TATs.

- Learning functional know-how of the assessment platform and various product features to be able to comprehend the issues a candidate may face and resolve those queries as per pre-defined TATs.

- Following professional etiquettes and protocols while responding to the emails and resolving the issues any candidate may face.

- Management and resolve customer complaints

- Identify and escalate issues to supervisors

- Provide product and service information to customers

- Research required information using available resources

- Route emails to appropriate resources in case of escalation.

- Follow up customer calls where necessary

- Follow communication - scripts- when handling different topics

- Identify customers- needs, clarify information, research every issue and provide solutions and/or alternatives

- Build sustainable relationships and engage customers by taking the extra mile

Skill sets required :

- Good communication skill (Verbal and Written)

- Good problem solving and analytical skills.

- Strong observation skills.

- Experience in product support and analysis is preferred.

- Email and Call etiquette will be an add-on.

- Basic knowledge of Computers

- Ability to handle high pressure situation

Must be know:

- How to Diagnose and troubleshoot technical issues, including account setup and network configuration.

- Windows/Linux/Mac OS environments

- Diagnose and troubleshoot basic technical issues.

- Remote desktop applications and help desk software.

- How to resolve IT ticket.

- How to configure/ install software in system.

- How to rest the password.

- Familiar with new software.

- Webcam configuration

Education - Graduate Must Prefer B.Tech or IT

Experience - minimum 6 months BPO experience

Working days - 6 days

Shift - 24- 7 shift

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