Talent Advisor at Randstad Inida Pvt Ltd
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Executive - Customer Service - QSD (0-1 yrs)
Key Responsibilities :
Resolution of Queries/Complaints :
- The candidate would be responsible for making calls, resolve e-mail queries/complaints and received from other sources like web, SMS etc.
- Will be responsible for solving Agent and Customer queries/complaints
- Resolve queries within service standards (Accuracy, TAT, NPS etc.)
- Capture data related to queries on system
Data Analysis :
- Help in Root cause analysis of Queries/Complaints received
- Strictly follow Escalation Matrix
Measure of Success :
- Meeting resolution (closure) targets
- Resolution quality score
- Turnaround time (TAT)
- Customer satisfaction score (NPS)
- Agent satisfaction score
- 100% compliance
- Write back/repeat %
- Escalations
Desired qualifications and experience :
- Graduate with 1 year of experience in operations/customer service preferably in Insurance industry.
- The applicant should have excellent communication skills, keen interest in online tools and strong working knowledge of computers.
Knowledge and skills required :
- Adequate communication skills (Versant or equivalent level - Level 5 or above)
- Email writing skills (must)
- Sound computer operating skills (MS office)
