Co Founder at Big Bang HR Advisors
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Senior Executive - Customer Service - International Inbound Contact Center Operations (3-7 yrs)
Role Assistant Manager/Sr Executive - Customer Service (Contact Center)
(Designation will vary from Senior Executive to Assistant Manager based on experience and interview performance ).
Job location : Mumbai - Head Office
Job responsibilities :
- Contact Centre operation management - International Processes (North America/Europe/Middle East)
- Handling customer/Client queries/complaints (on call/email/Chat)
- Escalation & Social Media complaint management
- Responsible to achieve KPI performance targets
- 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, Ensure process adherence.
- 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.
- Performance summary preparation of Monthly Business Review.
Skillset required :
- Should have directly managed Contact Centre operation.
- Should have experience of managing North America Contact Centre Operation
- Good in verbal and written communications
- Problem solving & decision making
- Time management
- Attention to detail,
- Customer first attitude
- Professionalism
- Multi-tasking
- Basic data analytics and reporting.
- Presentation skills
- CAPA
- Basic knowledge of Contact Centre Telecom Set-up.
Qualification - Graduate
Relevant experience needed - Min 3-5 years of experience in customer service background
This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.
