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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