Executive-Back-End/ Non Voice / Customer Service -Webchat

Job description

- *Job Description: Role primarily involves dealing with end customers via chat, responsibilities include answering customer queries related to their contracts. Some bit of outbound calling is also required depending on the complexity* - *Average Handle Time* - *Quality Assurance (Finished Product Quality) Measurement of the customer service representative’s skills* - *Authentication - Measurement of the customer service representative’s soft skills* - *Attendance - dependability* - *Schedule Adherence - punctuality* - *First chat resolution* - *Customer Experience (NPS) - Measurement of the customer service representative’s skills* - *Ensure that the process transactions are processed as per Desktop procedures* - *Ensure that the assigned targets in accordance with SLA and any internal standard are met* - *Manage customers chats for any queries related to Services* - *Provide resolution by catering exceptions and update systems accordingly.* - *Verifying customer details* - *Provide relevant system generated information* - *Ensure that the quality of the transactions is in compliance with predefined parameters as defined by Process Excellence Standards.* - *Ensure adherence to established attendance schedules* - *Ensure adherence to Company Policies and Procedures* - *Ensure use of standard verbiage – use of short & effective statements.* - *Resolve customer queries in first contact itself* Responsibilities: NA Qualifications: NA