Job Description

:PROCESSIMServ - VoicePOSITIONSProcess Analyst/ Executive/Sr. Executive (Experience of minimum 6 months preferred)COMPLEXITYComplexity: Medium to ComplexCORE REQUIREMENTPerformance Parameters\xc2\xa7Productivity\xc2\xa7Accuracy\xc2\xa7AttendanceRole Responsibilities\xc2\xa7Handling inbound calls from our third-party providers to resolve queries, book & confirm appointments\xc2\xa7Achieving high call quality, meeting compliance standards whilst delivering against agreed performance metrics\xc2\xa7Incoming calls predominantly from the Field engineers relating to jobs they have been dispatched to work\xc2\xa7Management of inbound calls and mailbox where demand is predominantly from site visit agent in field - demand relates to jobs planned on their schedule or have visited providing insights back to the office\xc2\xa7Resolving queries, the first time they are raised, ensuring that the future expectations are clearly defined\xc2\xa7Working to a high level of accuracy - ensuring that the customers\xe2\x80\x99 account reflects the information provided\xc2\xa7Ensuring our third parties receive excellent customer service.\xc2\xa7Qualification\xc2\xa7Computer literate (MS Office & Domain knowledge) with 12 + 3 Yrs. of EducationExperience\xc2\xa7Minimum 6 months work experience preferredSoft Skills\xc2\xa7Good spoken English and good verbal communication skills. Ability to communicate correctly and clearly. CEF Level B1-5 and above\xc2\xa7Good problem-solving skills, strong troubleshooting skills\xc2\xa7Ability to approach problems logically. Ability to communicate correctly (grammatically and contextually correct) and clearly\xc2\xa7Commitment and drive for targets, decision making ability, adaptable & flexible\xc2\xa7Customer service focus \xe2\x80\x93 Ability to empathize with the customer/third parties and prioritize requestsDesirable Skills\xc2\xa7Customer service Focus \xe2\x80\x93 Ability to empathize with the customers and third parties and prioritize requests\xc2\xa7Commitment and drive for targets\xc2\xa7Decision making ability, Adaptable & Flexible

EXL Service