Role primarily involves dealing with end customers via chat, responsibilities include answering customer queries related to their contracts. Some bit of outbound calling is also required depending on the complexity

Average Handle Time

Quality Assurance (Finished Product Quality) Measurement of the customer service representative’s skills

Authentication - Measurement of the customer service representative’s soft skills

Attendance - dependability

Schedule Adherence - punctuality

First chat resolution

Customer Experience (NPS) - Measurement of the customer service representative’s skills

Ensure that the process transactions are processed as per Desktop procedures

Ensure that the assigned targets in accordance with SLA and any internal standard are met





Manage customers chats for any queries related to Services

Provide resolution by catering exceptions and update systems accordingly.

Verifying customer details

Provide relevant system generated information

Ensure that the quality of the transactions is in compliance with predefined parameters as defined by Process Excellence Standards.

Ensure adherence to established attendance schedules

Ensure adherence to Company Policies and Procedures

Ensure use of standard verbiage – use of short & effective statements.

Resolve customer queries in first contact itself

📌 Executive-Back-End/ Non Voice / Customer Service -Webchat (Noida)
🏢 EXL
📍 Noida