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16/10 Ekta
Recruiter at Pathfinder Solutions

Views:69 Applications:28 Rec. Actions:Recruiter Actions:14

Executive - Custom Support (1-9 yrs)

Bangalore Job Code: 132956

- Deputise for your Team Leader; cover your Team Leader's daily duties in their absence, in regards of Call Quality Monitoring, updating the absence tracker, monitoring agent activity via the Real Time Display.

- Offer guidance & support to Contact Centre Agents - use your experience & knowledge to help others develop in their roles.

- Take escalations & complex queries from agents and escalate as necessary.

- Log on and take calls in line with the trigger procedure.

- Additional duties in line with business requirements

- Offer a professional service to a variety of clients.

- Strive to provide a professional service at all times.

- Accurate recording of information onto a live system.

- Query handling in response to customer requests with the support of clear information and processes.

- Process changes in Client/Customer records in response to appropriately authorised requests that are within the required limits for processing.

- Provide guidance to Shareholders on correct procedures to be followed.

- Contribute to the development initiatives of the Team e.g. continuous process improvement, etc.

- On attainment of good level of experience agents may be asked to assist less experienced team members.

- Always to undertake the duties of this role in accordance with the requirements of the company's Regulators, including SEC Principles for Business.


- Deputise for your Team Leader; cover your Team Leader's daily duties in their absence, in regards of Call Quality Monitoring, updating the absence tracker, monitoring agent activity via the Real Time Display.

- Offer guidance & support to Contact Centre Agents - use your experience & knowledge to help others develop in their roles.

- Take escalations & complex queries from agents and escalate as necessary.

- Log on and take calls in line with the trigger procedure.

- Additional duties in line with business requirements

- Offer a professional service to a variety of clients.

- Strive to provide a professional service at all times.

- Accurate recording of information onto a live system.

- Query handling in response to customer requests with the support of clear information and processes.

- Process changes in Client/Customer records in response to appropriately authorised requests that are within the required limits for processing.

- Provide guidance to Shareholders on correct procedures to be followed.

- Contribute to the development initiatives of the Team e.g. continuous process improvement, etc.

- On attainment of good level of experience agents may be asked to assist less experienced team members.

- Always to undertake the duties of this role in accordance with the requirements of the company's Regulators, including SEC Principles for Business.

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