Role Purpose:
Deliver excellent customer service through voice and chat channels while ensuring full compliance with regulatory, quality, and operational standards.
Key Responsibilities:
Handle customer contacts via voice and chat.
Resolve queries efficiently and professionally.
Adhere to all compliance, data protection, and quality requirements.
Accurately document customer interactions.
Take ownership of customer issues through to resolution.
Escalate complex cases when required.
Success Measures:
CSAT and quality scores
Productivity and adherence
First Contact Resolution (FCR)
100% compliance with regulated processes
Responsibilities
Set departmental goals, manage budgets, lead cross-functional teams, and ensure compliance with policies.
Qualifications
Higher Education Diploma with 0 - 2 years of relevant experience
📌 Executive Pune
🏢 EXL
📍 Pune