We are hiring for the role of Customer Experience Manager (Inbound process). PFB the Job details:
The job involves :
- Identifying, Handling and resolving customer queries and concerns while maintaining expected quality on calls, chat or email.
- Documenting / Recording transactions and the necessary follow-up requests with other functions by completing forms and record logs
- Understanding multiple products and processes.
- Retaining Customers by Influencing customers to buy or retain product or service by following a prepared script to give product reference information.
- Roles and Responsibilities :
- Comprehend and resolve the Customers concerns/ requirements by gathering/recording an appropriate level of information to determine the nature of the query/request and action required. Processing each call / mail / chat in accordance with IL standards.
- Provide/take relevant information and update the system/s accordingly. Where the query cannot be successfully concluded at the first point of contact, provide the relevant functional area with a clear and concise written/verbal summary of the situation and its priority. Provide the Customer with a clear explanation of the action taken.
- Ensure complete participation and contribution in organization/process level initiatives that may be implemented from time to time to improve efficiency
- Ability to understand and handle irate customers
- Smoothly operating telephone equipment, automatic dialing systems, and other telecommunications technologies and all applications
- Ability to achieve stretched targets and able to manage the organization standards
- Maintain Superior quality service by following organization standards
Salary: Not Disclosed by Recruiter
Industry: BPO, Call Centre, ITeS
Role:Assistant Manager/Manager -(NonTechnical)
Employment Type: Permanent Job, Full Time
UG: Any Graduate - Any Specialization
PG:Any Postgraduate - Any Specialization
Doctorate:Doctorate Not Required
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