Firstsource Laboratory Solutions
Location
Mumbai | India
Job description
Voice/Inbound - A CSA in this role deals with a number of incoming calls pertaining to the client s business. The associate provides excellent customer service and gives precise information to the customer ensuring customer satisfaction.
Responsibilities
- Answers incoming customer calls with a friendly and positive manner and provides outstanding service to the customer throughout the duration of the call.
- Responds to incoming/outgoing calls from the customers to solve queries and provide alternative options & also to change any account information with General maintenance upon customers request.
- Ensure resolutions are provided keeping in mind call control and call duration as prescribed by the client SLA.
- Ensures all information provided is post verification and authentication as per the Data protection Act
- Updates the client software with customer information, queries and Service requests.
- Provides new thoughts and ideas for process improvements
- Works in conjunction with process requirements and metrics (SLA)
- Forwards customer feedback (VOC) to the supervisors for concerns / suggestions raised by customer
Job tags
Salary
