1. Escalates customer issues appropriately and correctly.
2. Demonstrates timely accurate and professional customer service.
3. Maintains a positive and professional demeanor and portrays the company in a
positive light.
4. Demonstrates knowledge and use of departmental resources, policies and
procedures.
5. Maintains email handle time, while remaining friendly and informative (after
call email to customers).
6. Actively seeks solutions and identifies trends to appropriate personnel
including possible solutions or suggestions.
7. Demonstrates appropriate sense of urgency for customer responses.
Criteria:
1. Should be ready to work in versatile shifts (US shifts majorly) – 24 * 7
process.
2. Adherence to company policies, rules and regulations.
3. To follow quality processes thoroughly using checklist standards.
4. Excellent English communication skills.
Soft skills:
1.
Ability to effectively communicate his/her thoughts in a well-organized
manner.
2. Excellent, live writing skills. Example: Ability to type a minimum of 22
words per minute with few grammatical errors in a back-and-forth
conversation with a customer.
3. Friendly and upbeat style.
4. Ability to handle difficult or irate customers’ effectively.
5. Ability to set expectations and deliver information in a positive and
articulate way.
6. Investigates and takes action to meet customer’s needs.
7. Solves routine problems effectively, gathering the information necessary
from the customer.
8. Professional and positive in interactions with others and can establish
rapport quickly.