Associate/Sr Associate-Voice Support

Job Code # 244

Job Location-  Kolkata

Salary- 4 LPA to 6 LPA

Key skills-
a) Any Graduate
b) Min 1 Year experience in International Voice Process-Customer Support
c) Excellent Verbal communication skills

Job Description-
• Any Graduate with a Minimum of 1 year of experience in Customer Service & Operations Management in ANZ Utilities is mandatory.
• Responsible for handling both outbound & in-bound calls from customers or authorized third parties regarding all process & contingency situations arising due to any issues
• Handle customer complaints during peak time and resolve the issues & advise the best resolution available
• Responsible for prompt and accurate responses to customer’s needs and requests
• Ability to compare and evaluate possible customer service solutions, and decide which to recommend to customers to best meet their needs and circumstances.
• Input data and verify information as it pertains to related systems as and when required
• Properly document each customer interaction in the servicing systems as defined by the process
• Ensure successful customer support through the resolution of back-office tasks whenever not on calls
• Understanding of utilities and associated market participants
• The results of the analysis can be used to design targeted marketing campaigns, for example:
1. Sales Fulfilment: Retaining existing customers (antonym: customer attrition) & Gaining new customers
2. Information: Providing timely and regular information to customers
Other examples of the applications of analyses include:
3. Evaluating and improving customer satisfaction
4. Risk assessment and management
5. Data collection and analysis are viewed as a continuing and iterative process. Ideally,
business decisions are refined over time, based on feedback from earlier analyses and
decisions.
• Identify factors important to clients
• Handle customer complaints
• Ensure customer-based quality parameters are measured and tracked
• Manage Vulnerable/Priority customer tasks/processes in the realm of the process
• Ensure privacy is for the customer-related information/assets
Person Specification
Knowledge/Experience: To be able to perform the following functions:
• Exceptional conversation skills
• Proficient in active listening skills
• Strong language skills; ability to articulate clearly and to be understood
• Demonstrated ability to adapt to diverse conversational styles
• Strong ownership skills
• Experience in managing ownership of issues and overall customer experience
• Demonstrate the ability to negotiate and properly handle objections with customers
• Ability to stay current on company policies, procedures
• Demonstrate ability to set proper expectations