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Keywords / Skills : cknowledge the receipt of the query, give a reference number if you have a tracking system and assure the customer of a resolution informing the turn- around time. This makes the customer feel his query is valuable and the Organization is committed t

1 - 1 years
Posted: 2018-11-28

Industry
ITES/BPO
Function
Customer Service/ Call Centre/ BPO
Role
Customer Service Executive (Non-voice)
Education
Any graduate Class 12
Posted On
28th Nov 2018
Job Description
cknowledge the receipt of the query, give a reference number if you have a tracking system and assure the customer of a resolution informing the turn- around time. This makes the customer feel his query is valuable and the Organization is committed to answer/resolve his query or attend to his complaint.

b) Gain a complete understanding of the query/complaint. If the query needs further clarification or is incomplete, ask clear questions much before the turn around time is over.

c) Provide resolution that is complete, concise and relevant. Do not give answers in parts, if this is done, it would mean the customer has to come back asking for the rest of the answers and make him frustrated.

d) Where you see a possibility of delay in resolution, inform the customer promptly about it along with the reasons for the delay.

e) If the query requires intervention of backend team for approval, further action or the intervention of superiors, keep the customer informed promptly. Follow-up with the concerned. On the part of superiors, they should check the point of concern and attend to it and close the loop of resolution.

f) Irate customers will have to be handled diligently & courteously. Because one dissatisfied customer can impact the reputation of the Organization & have more impact on its business (negatively) than a satisfied customer ( positively).

g) Encourage the customer to leave his feedback and follow-up with corrective actions where the feedback is not satisfactory.

About Company

Brighter Resource Consulting Private Limited is a leading HR consulting firm connecting right candidates with their dream jobs. We are specialized in IT / ITES & Engineering recruiting across all levels. Pls visit www.brighterresource.com or write to [HIDDEN TEXT]
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