Customer Service Exective
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At a glance
Requirements
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Job overview
The role seeks an experienced Customer Excellence professional to manage high volumes of calls, emails, and chats, ensuring customer satisfaction through active listening, accurate information delivery, and timely issue resolution while meeting contact‑center metrics and performance KPIs.
Skills & qualifications
Skills
Qualifications
Full job description
Job Purpose: We are looking an experienced Customer Excellence for managing large Volume of incoming calls/emails/Chats.
Responsibilities: ∙ Responsible for managing large volume of calls/emails/chats ∙ Considering business operations,you will be moved to calls/emails.chats for your better exposure and learning. ∙ Identify and assess customers’ needs to achieve satisfaction ∙ Build sustainable relationships and trust with customer accounts through open and interactive communication ∙ Provide accurate, valid and complete information by using the right methods/tools ∙ Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. Keep records of customer interactions, process customer accounts and file documents ∙ Take the extra mile to engage customers ∙ Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed ∙ Understanding and striving to meet or exceed contact center metrics while providing excellent consistent customer service ∙ Escalate well deserved calls to the Escalations team as per the defined standards and protocol ∙ Follow communication procedures, guidelines and policies ∙ Responsible for delivering performance metrics as per the KPI’s.
Desired candidate profile:
∙ Excellent written and verbal communications skills and having relevant experience in blended process-calls/emails and chats. ∙ Excellent customer service skills, including maintaining focus on the customer issues ∙ BPO/KPO Experience is must ∙ Flexible with the working schedule.
Experience: 1+ years Qualification: Graduate
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