Executive

Key Responsibilities:

• Handle customer contacts via voice and chat.
• Resolve queries efficiently and professionally.
• Adhere to all compliance, data protection, and quality requirements.
• Accurately document customer interactions.
• Take ownership of customer issues through to resolution.
• Escalate complex cases when required.

Success Measures:

• CSAT and quality scores
• Productivity and adherence
• First Contact Resolution (FCR)
• 100% compliance with regulated processes

Graduate 0 - 1 year

They are also expected to manage the entire issue management process for clients & ensure necessary follow up actions are taken to resolve customer issues. These professionals are required to have a broad understanding of the products/services of the organization to assist in responding to client queries.