To Provide trouble shooting, technical support, Product Information to the customers landing on Contact Center ensuring that their issues are resolved swiftly and professionally in the line with agreed service levels. Tracking and follow up of the Service activation and Fault rectification requests with company's internal offices till closure of the loop. Maintain high level of customer satisfaction throughout the process from the 1st call to complete problem resolution and provide complaint reference for future correspondence to the customer. Must be well organized, able to work with less/ no supervision, multitasking by providing different customers with respective and different product information. Must suggest the key points to improve the work and efficiency for contact center to the Senior CSE. Must follow the grids/ standards/ policies given by the management however must exceed expectations of the customers while taking into account the needs of the organization. Register all the complaints, queries and suggestions of customers in the System, take complaints when needed and to avoid unnecessary complaint logging. Must provide FCR (First Call Resolution) by taking ownership of the complaint/ information. A CSE must update him/herself regarding the products/ policies, to provide customers with accurate and reliable services. Must participate in the Shift meetings held daily by the Shift supervisors, while it is also necessary to attend any training session/ refresher course being conducted by the Management.
Bachelor Degree, Contact Center experience is preferred.
Impressive communication skills, Inter-personal & Negotiation Skills.