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Customer Service Operations (Voice) BPO / KPO

Keywords / Skills : bpo, kpo, rpo, "client service", "customer support", "back office", "ITES, Backend, "Uk process", "Us process", "vocie process", "communication skills", "fluent in english", fresher, Graduate fresher, "Call Center"

0 - 5 years
Posted: 2018-10-27

Job Description
Designation: Executive – 000000188444 (Voice)
Primary Skills:
• Customer Service
• NPS Survey.
• Knowledge of Excel.

Role Purpose and KPIs:
• This position is responsible for ensuring customer loyalty and rebuild trust in Services.
• This position is responsible to identify reasons for customer dissatisfaction and perform analysis on case basis as per predefined guidelines.
• Establish hygiene / process issue and prepare talk off with the customer accordingly for both open and close service requests / complaints.
• This position is responsible to provide end to end complete resolution to customer concerns.
• To provide resolutions on the nature of the request/complaint, status of the customer’s account applying business rules.
• This position is responsible to close loop with the customer and post providing the customer necessary resolution and initiate re polling to identify efficiency.
• All customer interactions to be handled within defined timelines
• To be able to handle customer interactions while maintaining the set quality standards defined by company
• To be aware of the latest products launched as well as the recent change in processes in order to communicate correct information to the customer
• To be able to provide customised solutions to each customers concern and address his issues completely and correctly so as to ensure no repeats
• To be able to speak to an irate customer with sense of ownership and convert customer complaints into customer delight and thereby ensuring customer loyalty
• To be able to retain a customer who has decided to leave company’s primarily using communication skills 

Shift: Rotational Shifts (5 days)

Salary : 18000 (Graduate fresher) to 35000 (upto 25% hike on last drawn)
Allowances : 120Rs to 200Rs per day (Any shift after 8pm) + trasportation in night shifts + Insurance benefits etc.

About Company

We have experienced HR and Consultants team with leading Indian and international companies. We are providing customized Recruitment, Staffing , Payroll , Resume Building , Interview Trainning Etc.
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