Job Description: Essential Functions

- Ensure that calls are handled as per standard and defined procedures
- Ensure that assigned customer satisfaction, lead generation and efficiency goals are met
- Ensure that the quality of customer / third-party interactions is in compliance with pre-defined parameters
- Ensure that all protocols are followed for ensuring that the rescue is completed in a timely and efficient manner
- Maintain a ‘one-call resolution’ mindset. This includes the ability to identify when dispatch needs escalation to internal support team, supervisor or manager on duty
- Focus on customer satisfaction through active listening, accurate and efficient need identification, empathy, rapport building, clear and effective communication and timely dispatch of service
- Ensure that all communication with service providers is quick and efficient and that fastest and most cost-effective service is dispatched to the customer
- Effective negotiation skills with service providers to secure service for the customers
- Comply with company policies and procedures
Any other essential function that may occur from time to time as directed by the supervisor

Voice and Conversation Capabilities

- Strong, clear, coherent and comprehendible English speech, including sentence construction, grammar and pronunciation
- Ability to negotiate with service providers on ETAs / rates /
- Ability to understand and comprehend the caller
- Effective questioning, including the use of open and closed questions to obtain the right information to assist the customer
- Adjust tone, pace and language to better support and understand the customer
- Communicate with next level of support in a constructive manner to achieve great outcomes

Responsibilities: Essential Functions





- Ensure that calls are handled as per standard and defined procedures
- Ensure that assigned customer satisfaction, lead generation and efficiency goals are met
- Ensure that the quality of customer / third-party interactions is in compliance with pre-defined parameters
- Ensure that all protocols are followed for ensuring that the rescue is completed in a timely and efficient manner
- Maintain a ‘one-call resolution’ mindset. This includes the ability to identify when dispatch needs escalation to internal support team, supervisor or manager on duty
- Focus on customer satisfaction through active listening, accurate and efficient need identification, empathy, rapport building, clear and effective communication and timely dispatch of service
- Ensure that all communication with service providers is quick and efficient and that fastest and most cost-effective service is dispatched to the customer
- Effective negotiation skills with service providers to secure service for the customers
- Comply with company policies and procedures
Any other essential function that may occur from time to time as directed by the supervisor

Voice and Conversation Capabilities

- Strong, transparent, coherent and comprehendible English speech, including sentence construction, grammar and pronunciation
- Ability to negotiate with service providers on ETAs / rates /
- Ability to understand and comprehend the caller
- Effective questioning, including the use of open and closed questions to obtain the right information to assist the customer
- Adjust tone, pace and language to better support and understand the customer
- Communicate with next level of support in a constructive manner to achieve great outcomes

Qualifications: Undergrads with 1 year experience

Graduate Freshers

📌 Executive (India)
🏢 EXL Service
📍 India