- Managing all customer interactions through calls, emails and chat in a timely and professional manner within an agreed service level.
- Complete customer requests for new/additional services according to business rules and processes, within defined service levels and accuracy targets, to get it right first time and avoid repeat calls/follow up/corrective actions and billing accuracy targets.
- Demonstrate ownership and accountability throughout all customer contact, representing client in the best possible light to the business customer base and acting as the customer champion.
• Understand and interpret customer contracts into day-to-day processes and utilize that knowledge in handling requests.
- Engage with key stakeholders over the phone, via e-mail or face to face when requested, building and developing relationships with these customers and partners.
- Flexibility to cross-train and support with other complexities in the wider business area.
- Assist with any other key tasks as requested.
- Ability to adapt to and thrive in a fast-paced, dynamic workplace.
- Communicate clearly and professionally both verbally and in writing.
- Problem-solving skills, including questioning and diagnostic abilities.
- Demonstrate an ability to develop and maintain a network of contacts internally and externally.
• Understanding of customer contracts and delivery expectations.
- Effective listening skills and excellent attention to detail.
- Decision Making: Decisions are mainly based on policy, process and published business rules and pre-set investment levels, but agent is empowered to find the best solution for the customer and escalate where this is not possible within defined rules or processes.
- Business Knowledge: Strong knowledge of business and consumer tariffs, products, services, devices, processes and business rules is required to achieve single call resolution and provide the best customer experience at all times.
CALL -- AND WA -- resume on the no given below -- FOR BANGLORE CALL -- any of the two nos mentioned below --