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Keywords / Skills : Customer Service, Customer Support, Customer care, BPO, Call center

0 - 1 years
Posted: 2018-08-10

Job Description
Executive & Sr. Executive

Business environment

Vertical : Operations

Scope: Customer Service

Qualifications and Technical Competencies Required

Education

Mandatory:

-Graduate/ Under Graduates from any stream

Experience

-Desired experience in E- Commerce industry or Domestic ‘Premium Segment’ Call Center

Technical Competencies: (Job related)

-Typing speed and Accuracy: 25 WPM with >=85% accuracy

Soft Skills: (Job related)

-Excellent Verbal communication in English and Hindi

-Can communicate clearly in English / Hindi, both written and in speech Preferable a third language.

-Good Listening skills and Attention to details

-Comprehend customers Queries / Complains / Requests

-Logical and reasoning abilities to take right decisions to solve customer problems.

-Result oriented who can drive towards stringent targets.

-Basic knowledge on Customer Service.

-Display empathy/ understanding of the issue/ concern towards customer

-Talks in a way the customer can understand

-Ready to work in rotational shifts.

Others

-Responsible for answering customer queries through Inbound calls

-Provide First time resolution to customers on call.

-Maintain Notes on relevant systems for tracking purpose.

-Facilitate process improvement by escalating relevant issues to the right department

-Be a brand ambassador for the Company

-Should be a quick learner

-Create a WOW exp. for the customer (Yes%, C-Sat) and Customer Experience

-Provide quick an effective resolution to the customer's queries

Should be comfortable in using the e-commerce website and should be aware about how the ecommerce industry works Mandatory:

-Should be ready to work in flexible shifts – Rotating throughout Day/Night and 6 days working

-Adherence to company policies, rules and regulations

-To follow quality processes thoroughly using checklist standards

-Responsible for complying with all QMS and ISMS Policies and procedures



About Company

Hexaware BPS is the wholly owned BPO subsidiary of Hexaware Technologies Ltd. We are currently staffed at 4000+ people across Navi Mumbai (Mahape) Chennai, Nagpur and US. Ranked 15th in the NASSCOM Top 20 IT Software & Services Exporters from India, we also rank among the Top 20 Best IT employers in India by DQ-IDC for four years in a row. Hexaware BPS leverages on a strong technology legacy from its parent organization.
Our core expertise areas include Human Resources Outsourcing (HRO), Healthcare, Finance & Accounting Outsourcing (FAO), and Knowledge Services. In these areas we service our customers in North America, Europe and Asia by providing them front and back office solutions through Transaction Processing, Documents Management, Voice Processes, Transition Management, and Consulting services on Shared Service Center set-up and business case development.
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