* 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 (Noida)
🏢 EXL
📍 Noida