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Customer Service Associate

Kolkata, WB
Job Code:
  • Miscellaneous
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Job Details

Purpose Of Role To respond tocustomer issues received through a queue system and deal with each one in line with business standards and resulting in high level ofcustomer satisfaction on a consistent and ongoing basis . Key Responsibilities To process, fix or unblock orders/queue items accurately and deal with complaints appropriately, in line with agreed process, procedures and timelines. To handlecustomer cases which may include orders or complaints and which require making direct contact with thecustomer through a variety of contact formats. To ensure prompt and accurate response tocustomer issues. To achieve operational targets as defined by thecustomer units. To maintain queue levels to agreed SLA targets levels To achieve and maintain a good knowledge/capability of Telecom systems which are used for the role. When dealing withcustomers aspire to deliver an excellentcustomer experience at all times To highlight to queue owners, line management and offline support teams any issues that may affectcustomersatisfaction and share best practice within the team To complete/participate in ad-hoc projects to drive efficiencies and improvements in CustomerService. To fully support and take guidance from the manager, raising awareness to them of any factors which may affect the performance of individuals or the whole team. Share best practice within the team and across the relevant community Adhere to relevant shift patterns Take responsibility for personal development and drive own performance Business Impact Functional in scope but deals directly with customer. Authority/Decision Making Uses judgement to resolve individual issues while adhering to pre-defined process and guidance. Desired Candidate Profile Qualifications Primary degree level Skills/Experience Customerservice background High level of English language skills both verbal, written Ability to deal withcustomer issues calmly, efficiently, effectively to high level ofcustomer satisfactionIf interested, then please call swapan@9836872343 or resume at
Additional Degree: BA (Arts) | B.Com. (Commerce) | B.Pharm. (Pharmacy) | B.Plan. (Planning) | B.Sc. (Science) | BBA/ BBM/ BBS | BCA (Computer Application) | Diploma-Other Diploma | B.Ed. (Education) | BHM (Hotel Management)

Experience: 0-3


Any Process - Both BPO Type
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