- *Job Description: 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*

Responsibilities: NA

Qualifications: NA

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