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Customer Service Associate – Pune

Keywords / Skills : Customer Service, Inbound Calls, Customer Satisfaction, Service Level, Electronic Media, fresher

0 - 5 years
Posted: 2018-11-08

Industry
Consultancy
Function
IT
Role
Customer Service Executive (Voice)
Posted On
8th Nov 2018
Job Ref code
081118002838
Job Description
Designation: Customer Service Associate

Qualification: Any Graduate (Except B.E)

Function: Customer Service

Job Location: Pune (Koregoan Park)

Job Purpose Statement:

Provides courteous and professional responses to routine customer telephone calls regarding FedEx

services and solutions. Actions customer requests by working within established processes and

complying with company standards. As required, focuses on resolving defined types of non-complex queries relating to a specific functional area, in accordance with local guidelines and procedures.

Job Size/Dimensions:

- May support 1 large country operation or several countries/languages

- Work arises through calls and written correspondence

Key Result Areas/Accountabilities:

1. Responds to shipping related customer calls (bookings, quotations, supply requests, package

status). Clarifies the Customers requirements by gathering/recording an appropriate level of

information to determine the nature of the query/request and action required. Processing each

calls in accordance with FedEx standards.

2. Provides general advice and information to external customers regarding specific aspects of

FedEx services, shipping solutions & requirements.

3. Identifies and progresses potential revenue and automation opportunities from inbound customer

calls. Documents all relevant details using the agreed local procedure.

4. Resolves defined types of customer shipping queries received via inbound calls or electronic

media, documenting all relevant points. Transfers complex and/or high impact issues to

appropriate areas, advising the Customer on the action to be taken and timeframe.

5. Resolves defined types of queries (which can be dealt with using limited technical expertise and

available systems information). Provides/takes relevant information and updating the system/s

accordingly. Where the query cannot be successfully concluded at the first point of contact, provides the

relevant functional area with a clear and concise written/verbal summary of the situation and its priority. Provides the Customer with a clear explanation of the action taken.

6. Supports the achievement of required service levels and total customer satisfaction by actively

participating in learning opportunities to enhance current competencies and by supporting the introduction of revised processes, procedures and tools.

7. Contributes to the achievement of individual, team and service level goals by performing all activities in accordance with defined standards for performance and conduct.

Kindly revert me back asap with your updated profile and following details.

Current CTC:

Expected CTC:

Notice Period



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