Job Details

Customer Support - BPO

expBPO
exp2 - 5  Years Experience
exp700000  Annual CTC

expMale/Female
expOthers
expGurugram

Job Type : Permanent
Job Role : Customer Care Executive
Functional Area : IT BPO
Number of Positions : 3
Job Description

Audit queries raised through email/social media
Analyze audit data, compliance, communication & process related data
Should be able to recommend logical changes to the process for betterment of customer service
Review & recommend changes to the training content and provide the same to the manager
Superior analytic and problem solving skills.
Above average written and verbal skills.
Ability to build and maintain inteal/exteal relationships and work as a team player.
Ability to get things done through influence, managerial skills
Excellent interpersonal and communication skill
Executive will be responsible for driving service recovery of various circles.
Executive is required to analyze reasons for customer dissatisfaction for all channels and suggest actions to reduce such calls.
Areas on which Executive would study include; why the customer reached to the touch, call handling by service recovery team, promptness of revert, use of empowerment, product knowledge, as well as whether representatives stick to standards. It is very important to evaluate the entire transaction resolution process.
They would also check to see if a customer is satisfied with the results of the interaction.
There work is a continuous process of evaluating the communications and providing feedbacks to enhance the quality of the all communications.
This activity must lead to improving process efficiency and customer experience overall.
They need to identify the gaps through root cause analysis
Prepare reports and analysis as necessary to determine areas of improvement &opportunity


Key Skills

BPO Executive, Call Center, Customer Support Executive, Telecaller

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