Executive-Back-End/ Non Voice / Customer Service -Webchat

EXL; Dadri; On-site; INR 250,000 - 380,000; Full time

Job summary

EXL is seeking a Customer Service Representative to handle end-customer chats regarding contracts and provide timely query resolutions. The role includes some outbound calling based on complexity, ensuring adherence to desktop procedures and company SLAs.

Key measures include average handle time, quality assurance, and customer experience metrics such as NPS. Attendance and schedule adherence are essential, with a focus on resolving queries in the first contact and delivering accurate system

Qualifications

• Handling customer chats and queries about contracts.
• Maintaining attendance and schedule adherence.
• Aiming for first contact resolution and high NPS scores.
• Adhering to quality assurance and SLA targets.
• Using standard verbiage and desktop procedures.

Responsibilities

• Handle customer chats to resolve queries related to contracts.
• Provide resolution by catering exceptions and update systems accordingly.
• Ensure quality of transactions per Process Excellence Standards.
• Meet targets in accordance with SLA and internal standards.
• Utilize standard verbiage for efficient communication.

Skills

Chat support

Customer handling

Soft skills

Attendance

Schedule adherence

First contact resolution

NPS awareness

Quality assurance

SLA compliance

Desktop processes

Job description

• Role primarily involves dealing with end customers via chat, responsibilities include answering customer queries related to their contracts. Some bit of outbound calling is also required depending on the complexity
• Average Handle Time
• Quality Assurance (Finished Product Quality) Measurement of the customer service representative’s skills
• Authentication - Measurement of the customer service representative’s soft skills
• Attendance - dependability
• Schedule Adherence - punctuality
• First chat resolution
• Customer Experience (NPS) - Measurement of the customer service representative’s skills
• Ensure that the process transactions are processed as per Desktop procedures
• Ensure that the assigned targets in accordance with SLA and any internal standard are met
• Manage customers chats for any queries related to Services
• Provide resolution by catering exceptions and update systems accordingly.
• Provide relevant system generated information
• Ensure that the quality of the transactions is in compliance with predefined parameters as defined by Process Excellence Standards.
• Ensure adherence to established attendance schedules
• Ensure adherence to Company Policies and Procedures
• Ensure use of standard verbiage – use of short & effective statements.
• Resolve customer queries in first contact itself