Job Description

Posted 1 year ago

CSE – Customer Service Executive
Report To: Associate Team Leader/ Team Leader
Function : Operations

Functional Area: ITES / BPO / KPO / Customer Service / Operations
Education Qualification: – Minimum HSC (12th) passed + 6 months of relevant calling experience
– 10th + 2 years Degree /Diploma + 6 months of relevant calling experience
– Graduates +Fresher’s
– Exception to experience criteria on point 1 & 2 can be given if the candidate has Excellent
communication (spoken English & Hindi) skills
Work Experience: Relevant call handling experience in customer services/Sales / BPO/KPO
Industry Type: Customer Services/ BPO/KPO
Job Dimension:

Job Description: – Make or Receive inbound calls from the existing clients or prospective clients as per business
expectations
– Ensure complete and correct information is transferred to the customer on every call
– Should handle the customers confidently and assertively
– Ensure 100% customer satisfaction on all the calls handled and improve the overall CSAT
– Should be fine with rotational week offs as per the process requirement.
– Should be fine with all the shifts as per the company requirement.
– Ensure minimum login hours are met
– Meet the basic process metrics management like Attendance, Sale/Collections/Conversion, talk
time, break time, Login hrs, Productive Time on system, ACHT, C-SAT scores, Call quality scores,
Sales/Collection Score, Product test scores etc. as defined for his level.
– Reporting basic escalation to supervisor.

Knowledge & Skills: – Should be able to communicate in Hindi/regional language
– Should be able to understand and comprehend English/Hindi/Regional Language
– Should be able to speak professional and correct Hindi/Regional Language
– Clarity of Speech in Hindi/Regional language used
– Limited MTI affecting pronunciation/Understanding
– Process and product awareness
– Industry and domain knowledge
– Customer’s centricity
– Should have basic knowledge of operating computer – start, restart, shut down, different parts
– Basic shortcuts – CtrlS, Ctrl V, use of space bar, alt+tab, caps lock, etc
– Should have basic typing knowledge.- 20 words per minute

Skills:

Other Points