Co Founder at Big Bang HR Advisors
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Senior Executive - Customer Happiness (3-15 yrs)
- Monday to saturday working
- Insurance,finance,broking,fintech,IT,Internet-Ecommerce industry preferred.
- At least 1 year team management experience required.
- Should be well aware of contact center operations and customer service process.
- Minimum 3 years of experice of customer service required
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