Executives

Year Pune, Maharashtra, India

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Ensure that calls/emails are handled as per standard and defined procedures.
Ensure that the quality of customer / Service provider interactions is compliant with pre-defined parameters.
Maintain a \xe2\x80\x98one-call resolution\xe2\x80\x99 mindset. This includes the ability to identify when a process is \xe2\x80\x98out of scope\xe2\x80\x99 and needs transferring, following the right process of transferring the case to the concerned department.
Focus on interaction through active listening, accurate and efficient need identification, clear and effective communication as per the case.
Effective negotiation skills with service providers to secure service for the customers.
Comply with company policies and procedures.

Strong, clear, coherent and comprehendible English speech, including sentence construction, grammar and pronunciation.
Ability to negotiate with service providers on ETAs / rates /
Ability to understand and comprehend the caller
Effective questioning, including the use of open and closed questions to obtain the right information to assist the customer
Adjust tone, pace and language to better support and understand the customer
Communicate with next level of support in a constructive manner to achieve great outcomes

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