Inbound customer services calls, Back office, Email, E-Com and Outbound for Retail and Banking Processes.
Broad Responsibilities/ Major Deliverables: · Taking/Handling Inbound Customer calls, Outbound calls, Emails, Chat · Listening to and understanding the customer’s requirements · Provide product / service details & benefits to Customers · Providing end to end solutions to the customer · Asking the correct questions – probing and prompting the customer wherever required · Timely and accurate capturing all the information given by the customer · Timely follow up with Brands as per Escalation matrix till closure · Staying current with knowledge of products/ processes & services offered by the client · Ensure full adherence to all the quality parameters and SOP · Cooperate with other Team members, SMEs and Team Leaders. · Ensure 100% adherence to schedule · Escalating the call to the team leader / manager, wherever desirable