Executive-Back-End/ Non Voice / Customer Service -Webchat

• Role primarily involves dealing with end customers via chat, responsibilities include answering customer queries related to their contracts. Some bit of outbound calling is also required depending on the complexity
• Average Handle Time
• Quality Assurance (Finished Product Quality) Measurement of the customer service representative’s skills
• Authentication - Measurement of the customer service representative’s soft skills
• Attendance - dependability
• Schedule Adherence - punctuality
• First chat resolution
• Customer Experience (NPS) - Measurement of the customer service representative’s skills
• Customer Retention, Sales/upselling, Complaints Clouser ability
• Ensure that the process transactions are processed as per Desktop procedures
• Ensure that the assigned targets in accordance with SLA and any internal standard are met
• Manage customers chats for any queries related to Services
• Provide resolution by catering exceptions and update systems accordingly.
• Verifying customer details
• Provide relevant system generated information
• Ensure that the quality of the transactions is in compliance with predefined parameters as defined by Process Excellence Standards.
• Ensure adherence to established attendance schedules
• Ensure adherence to Company Policies and Procedures
• Ensure use of standard verbiage – use of short & effective statements.
• Resolve customer queries in first contact itself
• 3 concurrency, Rotational shift & week offs

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