Job Description

Position:- Customer Support Executive,
Job Location:-Gurugram
Interview Mode:- F2F
We 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: Permanent
Location: Gurgaon
DESCRIPTION
Customer Service
The Analyst - Customer Service represents the Service Center which is responsible for delivering timely
and accurate customer service through any/any/all the mediums i.e. on phone, web chat. The Customer
Service Specialist post Go-Live/Certification is required to be an efficient communicator who is well
versed with CS tools, domains, client plans and provisions. He/she reports to the assistant manager and
may be aligned to one or multiple clients across various domains. She/he is required to effectively
communicate complex client plans and provisions aimed at driving first call resolution. She/he is
expected to provide effective solutions within the scope of defined client plans and provisions helping
the participants make an informed decision. He/she will be required to adhere to Client Level & internal
Service Level Agreements and creates a positive participant experience through their knowledge,
personal service, confidence building and timely resolution. This role may be leveraged across multiple
teams.
(RESPONSIBILITIES)
100% of production time to be spent logged in on calls
Answer calls 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
Maintain internal & client defined quality on calls
Understands and contributes positively in meeting client SLAs & 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, Abandon Rate, Call back timeliness etc.) are
met or exceeded consistently
Take complete ownership of self-learning & development
Ensuring proper documentation and follow-ups and follow SOPs
Articulate complex client plans and provisions in a simplified and understandable manner to take an
informed decision.
Helps in identifying issues, process delays, and quality problems and recommends solutions and
executes.
Work with leads to ensure delivery in accordance with standard operating procedures