Job Purpose: We are looking an experienced Customer Excellence for managing large Volume of incoming calls/emails/Chats.

Responsibilities:

Responsible for managing large volume of calls/emails/chats

Considering business operations,you will be moved to calls/emails.chats for your better exposure and learning.

Identify and assess customers needs to achieve satisfaction

Build sustainable relationships and trust with customer accounts through open and interactive communication

Provide accurate, valid and complete information by using the right methods/tools Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. Keep records of customer interactions, process customer accounts and file documents

Take the extra mile to engage customers

Engaging in active listening with callers,



confirming or clarifying information and diffusing angry clients, as needed

Understanding and striving to meet or exceed contact center metrics while providing excellent consistent customer service

Escalate well deserved calls to the Escalations team as per the defined standards and protocol

Follow communication procedures, guidelines and policies

Responsible for delivering performance metrics as per the KPI’s.

Desired candidate profile:

Excellent written and verbal communications skills and having relevant experience in blended process-calls/emails and chats.

Excellent customer service skills, including maintaining focus on the customer issues BPO/KPO Experience is must

Adaptable with the working schedule.

📌 Customer Care Executive (Mumbai)
🏢 Qdigi services
📍 Mumbai