CSR - Sr. CSR/In-House Telesales Operations
Acknowledger First Private Limited
Location
Bangalore | India
Job description
JOB DESCRIPTION
Position: CSR - Sr. CSR/In-House Telesales Operations|80
Department:Marketing
Division:Customer Care
HRMS ORG:HO/Marketing/CC/Tele-Sales
HUMAN RESOURCES DEPT.Compensation & Org. Design.
Principal Functions (Major Areas of Responsibility):
To ensure the highest standard of customer service and to reinforce a positive customer relationship by answering calls and resolving customer queries swiftly, in accordance to Etisalat values and personal values.
Reporting Relationship
Reports To:Officer/In-House Telesales Operations
Job Holder: CSR - Sr. CSR /In-House Telesales Operations
Direct Subordinates- As per the Approved Structure
Jobs Reporting to the same Supervisor-As per the Approved Structure
Duties & Responsibilities :
- Promptly answer customer queries on the phone, take customer complaints, and solve them according to CCC Guidelines.
- Effectively interprets the needs of the customer, maintains and enhances standards of quality of service being provided.
- Use all call-handling procedures at opening, during conversation and while ending the call.
- Act as a Sales consultant to advice customers to the right service he is looking for.
- Performs outbound calls for customer sales/ retention in cooperation Contact Center Services (if required).
- Adhering to the pre-set performance & Quality KPIs as per the Quality Assurance guidelines.
- 7. Implements prevention of churn activities into the CCC to reinforce the CC CC as additional channel for customer retention.
- Retaining customers requesting cancellation by communicating retention offers, selected based on a customer's value and churn reason (utilizing retention tool)
- Recording all retention related customer information accurately and with sufficient details.
- Accurately understanding reasons for customer dissatisfaction and customer needs.
- Ensuring customer satisfaction and retention.
- Identifying improvement opportunities and proactively provide feedback.
Knowledge, Experience & Competencies Formal Education Required: Bachelor's Degree
Years & Field of Experience required:0-1 (CSR) years experience in customer care & contact center/ call services
Job-Specific Competencies required to successfully perform the job
Expected level (1-4)
Industry awareness and business acumen2
Customer care and support2Customer complaints handling skills2
Customer Satisfaction/Service Quality2Customer Management2
Knowledge of Marketing segmentation/profiling2
Knowledge of Etisalat product/service/service provision processes2Knowledge of Etisalat Tariffs, both service and products2Marketing and Financial Procedures2
Communication Skills (oral, written, meeting and presentation)2
Note: 1- Developing 2-Competent 3- Advanced 4- Expert
LEGEND:
Developing- Performs routine/simple tasks mostly independently but requires guidance/supervision in some cases. However, requires guidance on more complex cases.
2. Competent- Performs all routinetasks and some complex tasks without supervision or guidance. Requires supervision selectively and for non-routine tasks.
3. Advanced- Performs routine and complex tasks without supervision or guidance. Can supervise others to achieve tasks.
4. Expert-Recognized as an expert in subject matter & contributes significantly to the strategic plans/programs. Capable of guiding others to achieve routine and complex tasks and providing comprehensive solutions to business/operational issues.
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