Job Description

Leading BPO in Bangalore/Gurgaon Hiring for SME/Subject Matter Expert International Banking Voice Experience is Mandatory 5 Days working Shifts 24*7 Customer Service Process CTC UPTO 6LPA Require Either SME on Papers or Tenured Sr Executive on papers Looking for Immediate joiners/Max 1 Month notice period Role and Key responsibilities: Groom new hires & provide floor support to enhance customer experience Real Time support to advisors and monitor performance Identify root cause issues and recommend solutions. Effectively monitor and evaluate performance. Provide appropriate Coaching, evaluation feedback to Advisors. Handle voice calls and chat within their skill set. Perform transaction monitoring evaluations. Create, maintain and execute coaching plans, ensuring up-skilling to meet and exceed performance targets Work collaboratively with customers to deliver high levels of First Contact Resolution and Customer Satisfaction Key Skills and knowledge: Excellent written & verbal communication skills Strong customer service aptitude Strong Excel & Analytical skills shall be an added advantage. flexible, sensitive and open minded when dealing with customers. Expertise & proficiency in Banking products preferably credit cards Experience handling voice and chat transaction. Knowledge of Quality metrics & guidelines Experience in coaching individuals via observation, feedback, mentoring and task demonstration Ensure the highest standards of service delivery are maintained, monitoring quality performance and providing feedback to team members. Conduct audits of processes and transactions to identify areas for improvement. Interested candidates can mail their cv at simmi@hiresquad.in