Job Description

CSA

Level:

1

Hiring Location:

Mumbai

Department/Group:

Operations

Business Unit:

Telecom & Media

Travel Required:

No

Salary Range:

INR X

Sub Process:

Voice/Non Voice:

Messaging

Non Voice

Grade

H2/H1

Reporting To :

Team Leader

Minimum Eligibility:

• Age - 18 years & above
• Education/ Qualifications - Graduate / Fresher / Undergraduate
• Travel boundary limits - Candidate should be residing within the local transport limits

Knowledge and Skills:

• Excellent communication skills
• Polite and customer service oriented
• Able to comprehend customer queries and provide the relevant resolve
• Exhibits patience and empathy to resolve customer queries
• Chat Assessment Rubric - 19
• Typing Skills: 20 wpm with 90 % accuracy
• Basis LOB information shared for e.g. Sales/Upselling/Customer Service/Retention

Responsibilities:

• Responds to queries from customer through Messaging Platform (Chat) to answer queries / inquiries, provide information and handle complaints regarding the organization\'s products or services.
• Understands customer query and responds to it ensuring that all queries / concerns are answered via Messaging platform.
• Update account information and performs general maintenance upon customers\' request.
• Understands customer\'s latent needs and maximizes 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 simultaneously and to prioritize while providing exceptional customer service.
• Maintains data confidentiality and adheres to information security and compliance norms laid out.

Key Performance Indicators:

• Net Promoter Score
• Quality & Compliance
• Average Response Time
• New Minimum Term
• Saves Rate

Job Overview - Sky Sales Messaging (Adviser)

Firstsource Solutions