Customer Service Exective

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.

• 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.