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

ExlService Holdings, Inc.; Dadri; On-site; INR 260,000 - 360,000; Full time

Job summary

EXL Talent Acquisition Team is seeking a customer support executive to engage end customers through chat, address queries related to contracts, and perform outbound calls as needed based on complexity. The role focuses on achieving first contact resolution while meeting defined service levels.

The candidate will ensure transactions follow desktop procedures, maintain accurate system updates, and consistently deliver high-quality customer experiences while adhering to company policies.

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.
• Verifying customer details
• 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