Job Summary: 

Inbound customer services calls, Back office, Email, E-Com and Outbound for Retail and Banking Processes.

Broad Responsibilities/ Major Deliverables: 

• Taking/Handling Inbound Customer calls, Outbound calls, Emails,Chat
• Listening to and understanding the customer’s requirements
• Provide product / service details & benefits to Customers
• Providing end to end solutions to the customer
• Asking the correct questions – probing and ing the customer wherever required
• Timely and accurate capturing all the information given by the customer
• Timely follow up with Brands as per Escalation matrix till closure
• Staying current with knowledge of products/ processes & services offered by the client
• Ensure full adherence to all the quality parameters and SOP
• Cooperate with other Team members, SMEs and Team Leaders.
• Ensure 100% adherence to schedule
• Escalating the call to the team leader / manager, wherever desirable
• Handling irate / demanding customers where necessary, in a tactical manner
• LANGUAGE SPECIFICATION: English & Hindi in general and the local language of that particular region