Executive-Back-End/ Non Voice / Customer Service -Webchat
EXL · Noida, Uttar Pradesh, India ·
- Work mode
- Onsite
- Category
- Backend
- 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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