- Experience in inbound/outbound customer service with strong convincing and client handling skills
- Manage inbound/outbound calls and emails, resolve customer queries and complaints, ensure SLA adherence, collaborate with teams for resolution
Job Objective: Objective of this role is to respond to customer queries, complaints, escalations and requests about the services via inbound /outbound calls and emails.
:
- Manage inbound / outbound calls and emails from customers
- Adhere to the Service Level Agreement (SLAs) / Schedule Adherence
- Adhere to the laid down procedures / protocols of the process & organization
- Identify customer queries, concerns and overall needs and provide solutions
- Address customer complaints in a timely, compassionate and patient manner
- Collaborate with appropriate teams/departments to ensure query resolution and customer satisfaction
- Understand and maintain personal performance trackers to keep a check on expected productivity, quality, timely login, SLA for complaints on a daily basis
- Create customer satisfaction and delight by solving product related queries timely