Job Description

:
Role Title : Process Executive / Sr. Process Executive/ SME/Team Lead
Reporting To : Team Manager
Essential educational Qualification and experience :

• Experience in Non voice processes

• Depending on language of call handled: Fluency in English.

• Graduation In life science background only

• 1-4 years' experience in handling international customer on Chat. (fresher Also can Apply)

• Multi-lingual skills are a strong plus.

• Must have excellent communication (written and oral) and customer service skills.

• Should be ready to work in shifts if needed

Essential skills

• Knowledge of customer service principles and practices

• Ability to analyze, escalate, or resolve customer questions within established protocols.

• Must be adaptable and show engagement through regular change.

• Experienced with both phone and written customer support.

• Intermediate proficiency with Microsoft Office and Google Suite apps

(drive, Gmail, g-docs, g-sheets)

• Excellence in attention to detail and organization skills

• Ability to maintain professionalism when communicating with customers.

• Proven conflict resolution skills

• Demonstrated ability to collaborate within a team environment.

• Proven ability to learn quickly.

• Proven ability to produce consistent high-quality work.

• Proven negotiation skills and patience that create a positive customer

• Demonstrated critical thinking skills to facilitate problem solving and proactive error

prevention.

• Proven time management and organizational skills

• Punctuality and self-discipline

Operational Responsibilities

• Perform inbound and outbound calls to answer queries

• Answer center specific and general queries - Center information, feedback/complaints,

center change.

• Resolve Inquiries which are not contained by virtual assistant - smart IVR/ intelligent

BOTDeals directly with internal and external customers via telephone (inbound &
outbound) and electronic channels.

• Respond promptly to internal and external customer inquiries.

• Responsible for day-to-day work and adherence to process flows.

• Compliance with the obligations as Client Contractual agreement and other

SOP requirements

• Ensures all the records and documents maintained as per organizational requirements.

• Reporting to the Team Lead on performance, query status and any escalations

• Participates in cross-functional and cross-business process improvement initiatives.

• Obtain and evaluate all relevant information to handle inquiries and complaints.

• Direct or escalate requests and unresolvable issues as needed.

• Assists with mentoring and training new employees (as required)

Skills Required