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

• *Job Description: 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*
• *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*

Responsibilities: NA

Qualifications: NA