The purpose of this role is to handle complex calls, ensure quality interactions, train and mentor team members, and lead process improvements for better customer service.
Key Responsibilities
Handle Complex Inbound And Outbound Calls, Providing Expert Assistance And Resolving Escalated Customer Issues.
Follow Escalation Procedures For Issues Uncontrollable At Agent Level First Call Resolution
Monitor And Ensure The Quality Of Customer Interactions, Providing Feedback And Coaching To Junior Associates.
Assist In Training Current Team Members And Provide Ongoing Support And Mentorship.
Lead Initiatives To Enhance Call Handling Processes And Improve Overall Customer Service Efficiency.
Skill Requirements
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Must Have Skill
Healthcare - Healthcare regulation
Valuable to Have Skill
Other Requirements
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📌 Senior Process Associate Voice Chennai
🏢 HCLTech
📍 Chennai
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