Executive/Sr Executive-Customer Care executive

Job Description

Job Title :Executive / Senior Executive Department :Contact Centre Location :Andheri East, Mumbai Job Purpose: We are looking an experienced Customer Excellence for managing large Volume of incoming calls/emails. Responsibilities: Identify and assess customers needs to achieve satisfaction Build sustainable relationships and trust with customer accounts through open and interactive communication Provide accurate, valid and complete information by using the right methods/tools Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. Keep records of customer interactions, process customer accounts and file documents Take the extra mile to engage customers Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed Understanding and striving to meet or exceed contact center metrics while providing excellent consistent customer service Escalate well deserved calls to the Escalations team as per the defined standards and protocol Follow communication procedures, guidelines and policies Desired candidate profile: Excellent written and verbal commutations skills Excellent customer service skills, including maintaining focus on the customer issues BPO/KPO Experience is must Flexible with the working schedule Should be from blended process Should have good experience in Inbound calls/emails/chat process. Experience: 2+ years Qualification: Graduate