Co Founder at Big Bang HR Advisors
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Executive - Customer Happiness (2-12 yrs)
Job Responsibilities :
- Contact Centre operation management Handling customer/Client queries/complaints (on call/email/Chat)
- Escalation & Social Media complaint management
Responsible to achieve KPI performance targets :
- To ensure process adherence at all the level by training and audit
- Determine eligibility by comparing customer information to requirements
- 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
- 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
Skillset Required :
- Should have knowledge and experience of Contact Centre operations
- Good in verbal and written communications
- Problem solving & decision making Time management
- Attention to detail, Customer focus & service
- Professionalism Multi-tasking Basic data analytics and reporting.
- Presentation skills CAPA
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