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Job Description
Key accountabilities and decision ownership:
- Customer Focus:
Concerned to provide prompt and efficient service to customers; goes out of the way to ensure that individual customer needs are met. Own and manage the customer relationship: resolving queries efficiently and effectively. Handle customer care tasks as per defined productivity and Quality targets. Ensure service level agreements are met and maintained. Delivering awesome customer experience through meeting targets of TNPS (Touchpoint net promoter score) and receiving Compliments and appreciation from customers and colleagues. Own the interaction and ensure customer has got all information required and doesn?t have a need to call us back for any other reason. Be proactive regarding improvement of processes and procedures in the business. Use the job tools (telephone and computer) effectively. Accuracy in handling all assigned tasks. Be responsible, adhere to work, break and other schedules you are rostered in and be a team player
- Teamwork:
Interacts with colleagues in an effective manner. Respect?s others and works well within the team. Work as part of a team to ensure always offering an awesome customer experience. Communication:Speaks clearly and fluently and writes in a clear and concise manner. Uses appropriate style and language for communication.
- Resilience
Maintains effective work behaviour in the face of pressure and setbacks. Successfully adapts to changing demands and conditionsAnalyticalMakes systematic and rational judgments based on information and relevant assumptions
Keyskills :
