Job Description

-Flexible working options-Leadership Role-Fantastic work cultureOur client is an HR Advisory and Services company which strives towards providing total HR services and solutions to its clients.The JobCore Responsibilities- Receive inbound chat/call/email queries for MM/BB/LJ pre & post booking from the customers.- Respond to and resolve for customer service issues with the highest quality and as per the metrics put in place.- Document all chats/calls with regards to customer queries/complaints accurately using CRM and our Proprietary tool.- Follow up (Chat, Call and Email) with customers in case of pending / escalated issues.- Communicate clearly and effectively with customers. - Deliver Outstanding Customer Experience to each and every Customer who has called in.- Provide process improvement feedback to team leaders and managers, so that we can do the best for the customer.Productivity - Number of chats handled, resolution time, first response time.Quality - CSAT, Quality score.Responsibilities- Maintain a descent and agreeable Chat/Voice Handling duration with 100% compliance to documentation.- Ensure Positive Outcome with every Interaction.- Comprehend the query patiently to avoid repeat contacts.- Rostered for 9 hours, expected to be online 8 hours; 6 days a week, with one rotational week off.- Maintain integrity and hygiene with all customer and internal interactions.Ideal Candidate- You have at least 1 year experience within a Customer Service role, ideally within the Telecommunications industry.- You possess excellent interpersonal as well as written and verbal communication skills.- You have working knowledge of crm system, windows os and communication- You are a strong mentor and coach who can build high performing teams- You are adaptable and thrive in changing environments- You are a strong team player who can manage multiple stakeholders (ref:updazz.com)

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