Job Description

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Primary Responsibility

This role is primarily responsible to deal with customers/other suppliers and investigate to come out with the final solution.

Performance Parameters

• Average Handle Time
• Quality Assurance (Finished Product Quality ) Measurement of the customer service representatives soft skills
• Authentication - Measurement of the customer service representatives soft skills
• Negotiation skill- finding out the problem and if required to make a decision on waiving off /negotiating some bill amount.
• Inquiry Review - Measurement of the customer representatives conformance to inquiry review requirements
• Attendance - dependability
• Schedule Adherence - punctuality
• First call resolution
• Customer Experience - Measurement of the customer service representatives soft skills

Role Responsibilities

• 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
• Initiate and manage Voice / Collection process.
• Provide resolution by catering exceptions and update systems accordingly.
• Opening Account / Closing Account
• Verifying customer details
• Adjusting technical information on the account
• Investigate Debt / Industry / Billing accounts
• Issue relevant system generated letters

• 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 / record claim in first call itself
• Take ownership for settling calls dealt with by the agent.
• Ensure that all calls dealt with provide excellent customer satisfaction and experience.

Primary Internal Interactions

• AM for the purpose of reporting performance, escalation handling, clarifying concerns, and seeking feedback and support.
• Manager for the purpose of settling issues left unresolved by the AM and monthly evaluation of performance
• CCEs (Team Members) for the purpose of seeking cooperation & clarification on process-related matters & providing assistance and support when required.
• SME/ Process Trainer for the purpose of training as and when required.
• QCA and CEA for the purpose of training and audit.

Minimum Qualification

• Total of fifteen (15) years of education including, at a minimum, (i) a degree from a university or Government-recognized private college degree program of three (3) years or more, or (ii) a diploma of three (3) years or more from a Government registered and nationally recognized educational institution providing diplomas in the hospitality, tourism or travel industry.

Minimum Experience

Domain knowledge

1 year + Candidate should have BPO voice experience or hospitality, customer service, tourism or travel industry experience

Minimum 1 year of experience working with Utilities process

Technical Skills

Basic Knowledge of computers:

• Knowledge of key parts of the computer and rebooting the system.
• Preferably good typing speed and accurate system updation.
• Phone/ Call Master Handling Skills
• Keyboarding Skills (Typing Skill > 20 wpm)

Soft Skills

Required Skills:

• Good Spoken English
• Excellent written and verbal communication skills

Ability to communicate correctly and clearly

• Good Problem Solving Skills

Strong troubleshooting skills

Ability to approach problems logically

• Strong customer service focus

Ability to empathize with the customer

Prioritizing customer needs

• Ability to communicate correctly (grammatically and contextually correct) and clearly.
• Customer Service Focus - Ability to clearly understand the problem of customer and empathize him/her
• Good problem solving, reasoning, data gathering and analytical skills.
• Should have 12 and above as a CEF ratings / scores

Product Specific Knowledge

• Knowledge about the General Information about British Gas
• Knowledge about SAP, Siebel & ET Databases
• Call Opening and Closing Scripts
• Login Procedures to various applications like -> Center Vu, Dialer, SAP, & Siebel
• Knowledge of Processes outlined for

Case Handling

Call Escalations

Call Forwarding

Call Reporting / Data Logging

• Phone / Call master Handling Skills
• Keyboarding skills

Desirable Skills

• Attention to detail
• Adaptable & Flexible
• Active Listening skills. Should show capabilities to drive a discussion
• Self discipline
• Learning and decision making
• Listening, Patience, and Action oriented

EXL Service