Job Description

: 100% of production time to be spent logged in on calls or web chat Answer calls, chats & mails with an approach to deliver positive customer satisfaction Articulate complex client plans and provisions in a simplified and understandable manner helping participants make an informed decision Focus on First Call resolution & accurate research initiation Maintain internal & client defined quality on calls Understands and contributes positively in meeting client SLA\'s & targets Adheres to Customer Service Attendance & Accountability policies Ensures Customer Service Representative, Team & Client level targets (Customer Satisfaction, Service Level %, Average Handle Time, Session Time, Wait Time, First Call Resolution, Abandon Rate, Call back timeliness etc.) are met or exceeded consistently Take complete ownership of self-learning & development Qualifications: 100% of production time to be spent logged in on calls or web chat Answer calls, chats & mails with an approach to deliver positive customer satisfaction Articulate complex client plans and provisions in a simplified and understandable manner helping participants make an informed decision Focus on First Call resolution & accurate research initiation Maintain internal & client defined quality on calls Understands and contributes positively in meeting client SLA s & targets Adheres to Customer Service Attendance & Accountability policies Ensures Customer Service Representative, Team & Client level targets (Customer Satisfaction, Service Level %, Average Handle Time, Session Time, Wait Time, First Call Resolution, Abandon Rate, Call back timeliness etc.) are met or exceeded consistently Take complete ownership of self-learning & development Location: This position can be based in any of the following locations: Gurgaon

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