Job Description

Position:- Customer Support Executive,Job Location:-GurugramInterview Mode:- F2FWe are looking for someone with experience in International Voice Process,Someone with impeccable Communication Skills.We have 15+ Openings,So please share to anyone with skills we require who is looking for a change or in a need of JOB,Type of contract: PermanentLocation: GurgaonDESCRIPTIONCustomer ServiceThe Analyst - Customer Service represents the Service Center which is responsible for delivering timelyand accurate customer service through any/any/all the mediums i.e. on phone, web chat. The CustomerService Specialist post Go-Live/Certification is required to be an efficient communicator who is wellversed with CS tools, domains, client plans and provisions. He/she reports to the assistant manager andmay be aligned to one or multiple clients across various domains. She/he is required to effectivelycommunicate complex client plans and provisions aimed at driving first call resolution. She/he isexpected to provide effective solutions within the scope of defined client plans and provisions helpingthe participants make an informed decision. He/she will be required to adhere to Client Level & internalService Level Agreements and creates a positive participant experience through their knowledge,personal service, confidence building and timely resolution. This role may be leveraged across multipleteams.(RESPONSIBILITIES)100% of production time to be spent logged in on callsAnswer calls with an approach to deliver positive customer satisfactionArticulate complex client plans and provisions in a simplified and understandable manner helpingparticipants make an informed decisionMaintain internal & client defined quality on callsUnderstands and contributes positively in meeting client SLAs & targetsAdheres to Customer Service Attendance & Accountability policiesEnsures Customer Service Representative, Team & Client level targets (Customer Satisfaction, ServiceLevel %, Average Handle Time, Session Time, Wait Time, Abandon Rate, Call back timeliness etc.) aremet or exceeded consistentlyTake complete ownership of self-learning & developmentEnsuring proper documentation and follow-ups and follow SOPsArticulate complex client plans and provisions in a simplified and understandable manner to take aninformed decision.Helps in identifying issues, process delays, and quality problems and recommends solutions andexecutes.Work with leads to ensure delivery in accordance with standard operating procedures

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