Customer Service Exective5 days ago

Onsitego; Dadri; On-site; INR 250,000 - 400,000; Full time

Job summary

Onsitego is seeking an experienced Customer Excellence professional to manage a large volume of incoming calls, emails, and chats. You will blend channels to deliver timely and accurate information, build trust with customers, and ensure resolutions align with service standards.

The role requires 1+ years of experience and a graduate qualification. You will work in a fast-paced environment, adapt to changing schedules, and contribute to performance metrics through effective communication and

Qualifications

• Excellent written and verbal communications skills.
• Experience in blended process - calls/emails and chats.
• BPO/KPO Experience is must.
• Flexible with the working schedule.

Responsibilities

• Managing large volume of calls/emails/chats
• 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
• Responsible for delivering performance metrics as per the KPI’s.

Skills

Written and verbal communication

Customer service

Blended calls/emails/chats handling

Education

Graduate

Job description

Job Purpose

We are looking an experienced Customer Excellence for managing large Volume of incoming calls/emails/Chats.

Responsibilities

• Responsible for managing large volume of calls/emails/chats
• Considering business operations,you will be moved to calls/emails.chats for your better exposure and learning.
• 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
• Responsible for delivering performance metrics as per the KPI’s.

Desired Candidate Profile

• Excellent written and verbal communications skills and having relevant experience in blended process-calls/emails and chats.
• Excellent customer service skills, including maintaining focus on the customer issues
• BPO/KPO Experience is must
• Flexible with the working schedule.

Experience: 1+ years

Qualification: Graduate