- To engage in a friendly and polite telephonic conversation with the consumer.
- To ensure that highest level of quality customer care is delivered based on pre-defined quality benchmarks.
- To speak in an accent that is fully understood and appreciated by the consumer
- To completely understand consumer language and accent and respond to his/her questions in the best possible manner
- To converse in English that is error free in terms of grammar, comprehension, sentence construction and vocabulary.
- To have extensive understanding of FAQs so ensure smooth delivery of information the consumer.
- To have adequate product knowledge for onward transmission to the consumer to achieve maximum customer satisfaction.
- To have extensive exposure to and first hand knowledge of the relevant culture names addresses and language.
- To have knowledge regarding efficient usage of software for data entry and/or searching.
- Ensure compliance with all company policies, procedures and practices. - Perform other duties as assigned.
- Product knowledge and FAQs.
- Knowledge of the processes outlined for oCase Handling oCall backs oEscalations oForwarding oReporting / Data Logging

- Supervise everyday working of department operating process and increase efficiency of workers for various growth oriented programs.
- Maintain and provide efficient backup to supply department and ensure achievement of all internal and external needs.
- Provide training to workers and provide upgrade to various technical skills.
- Analyze and identify all performance related issues and ensure appropriate steps to prevent loss.
- Administer all indoor performance in department through efficient coaching and monitoring.
- Prepare and maintain employee attendance records and provide feedback to employees on same.
- Develop plans and supervise various departmental meetings and participate in various growth based campaigns.
- Analyze and ensure better result to fulfill all business requirements.
- Prepare regular reports, perform audit on various operations and evaluate processes as per business requirements.
- Prepare project updates within required time-frame and delegate individual tasks to all employees.
- Provide support and join improvement based methods.
- Analyze all opportunities and recommend ways to improve efficiency and reduce costs.
- Supervise effective compilation and collection of information and data to enhance growth.
- Monitor all administrative functions as per requirement.
- Ensure compliance with applicable laws and company policies.

- To engage in a friendly and polite telephonic conversation with the consumer.
- To ensure that highest level of quality customer care is delivered based on pre-defined quality benchmarks.
- To speak in an accent that is fully understood and appreciated by the consumer
- To completely understand consumer language and accent and respond to his/her questions in the best possible manner
- To converse in English that is error free in terms of grammar, comprehension, sentence construction and vocabulary.
- To have extensive understanding of FAQs so ensure smooth delivery of information the consumer.
- To have adequate product knowledge for onward transmission to the consumer to achieve maximum customer satisfaction.
- To have extensive exposure to and first hand knowledge of the relevant culture names addresses and language.
- To have knowledge regarding efficient usage of software for data entry and/or searching.
- Ensure compliance with all company policies, procedures and practices.
- Perform other duties as assigned.
- Product knowledge and FAQs.
- Knowledge of the processes outlined for:
o Case Handling
o Call backs
o Escalations
o Forwarding
o Reporting / Data Logging

- Manage large amounts of inbound/outbound calls.
- 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.
- Meet personal/customer service team targets and call handling quotas.
- 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.
- Follow communication procedures, guidelines and policies.
- Take the extra mile to engage customers.

- Create an inspiring team environment with an open communication culture
- Set clear team goals
- Delegate tasks and set deadlines
- Oversee day-to-day operation
- Monitor team performance and report on metrics
- Motivate team members
- Discover training needs and provide coaching
- Listen to team members’ feedback and resolve any issues or conflicts
- Recognize high performance and reward accomplishments
- Encourage creativity and risk-taking
- Suggest and organize team building activities

- Manage large amounts of inbound/outbound calls.
- 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.
- Meet personal/customer service team targets and call handling quotas.
- 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.
- Follow communication procedures, guidelines and policies.
- Take the extra mile to engage customers.