Job Description

Sky Channel - Service - Potential - TL

Department Customer Experience Center


Location Thane/Bangalore/Noida


Reporting Relationship CEC - Team Manager - Inbound


Position Grade Team Leader M3/M4

Job Role

Responsible for managing a team of 15-18 officers handling inbound calls for Privileged Customers

To Attend the inbound calls of customers and process the queries & requests to customer's satisfaction To identify and convert the opportunities for cross selling (banking product) on customer's call Responsible for quality communication and customer servicing within laid down productivity and service benchmarks. Ensure customer "delight" and consistent service experience, including timely resolution of customer queries/issues. Complete the logs specified by the process (End-of-day target) Adherence to Information Security norms & quality process norms. To be aware of and comply with any updates about the process

Graduate Preferably 3-4 years with 6 months which should to be in customer service role - Understanding of call center industry an advantage

Excellent communication skills

-

Verbal & Written

Flexible to work 24/7 (For Females: 7AM till 8PM) including Sunday/holidays Flexible to get scattered 8 Week Offs in a month with 9hours shift Good listening skills and strong communication abilities. Be Confident and willing to learn with a flair for knowledge. Possess an upbeat, positive can-do attitude & works with integrity * Team Player, collaborative Self-motivated person including the ability to act as a role model within the organization. Should be able to establish rapport quickly with peers, managers & customers