Job Description

Operational

• Responds to queries from customer on calls, provide account/billing information and handle complaints regarding the organization\'s products or services
• Uses computer application and functions to update data and respond to queries
• Maintaining confidentiality, verifying information, etc. as described / explained by the client
• Investigate missing information / payments / missing bills, compare invoices and identify gaps & follow correct process step to remediate the same
• Problem solving skills
• Self motivated and collaborative
• Understands customer query and responds to it ensuring that all queries/concerns are answered via telephony
• Update account information and performs general maintenance upon customers\' request as per process
• Understands customer\'s latent needs and maximizes sales opportunities to promote relevant products and services
• Guides the customer to relevant web pages in the client website that offer the information they seek, if appropriate
• Exhibits promptness and politeness using the appropriate language while answering customer queries
• Target Oriented - Works efficiently towards achieving the SLA based on the process requirement and meets the specified quality standards
• Ability to handle multiple tasks (between applications & calls) simultaneously with ability to prioritize while providing exceptional customer service

Experience

Required:

• Education / Qualifications: Fresher / Undergraduate / Grad

Preferred:

• Voice experience
• Sales / Retention / Customer service

Know-How

Critical:

• BPO Experience with good communication skills
• Basic computer
• Voice experience (Retentions / Sales / Customer Service)
• Good analytical skills
• Patient and process oriented
• An eye for detail
• Ability to back-to-back calls
• Typing Skills - 20 wpm with 85 % accuracy
• Team player

Personal Attributes/Traits

Competencies

Reviewed By:

Date:

Approved By:

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Last Updated By:

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Firstsource Solutions