EXL IT service management
Location
Noida | India
Job description
Primary Responsibility
Role primarily involves dealing with end customers via chat, responsibilities include answering customer queries related to the billing and metering queries
Performance Parameters
- 1+ chat concurrency / Average Handle Time
- Quality Assurance (Finished Product Quality ) Measurement of the customer service representative's skills
- Authentication - Measurement of the customer service representative's soft skills
- Attendance - dependability
- Schedule Adherence - punctuality
- First chat resolution
- Customer Experience/NPS - Measurement of the customer service representative's skills
Role Responsibilities
- Ensure that the process transactions are processed as per Desktop procedures
- Ensure that the assigned targets in accordance with SLA and any internal standard are met
- Manage customer chats related to billing and metering queries
- Provide resolution by catering exceptions and update systems accordingly.
- Verifying customer details
- Provide relevant system generated information
- Ensure that the quality of the transactions is in compliance with predefined parameters as defined by Process Excellence Standards.
- Ensure adherence to established attendance schedules
- Ensure adherence to Company Policies and Procedures
- Ensure use of standard verbiage - use of short & effective statements.
- Resolve customer queries in first contact itself
- Focus on Customer Satisfaction, rapport building, effective communication and timely resolution of customer concerns
- Any other essential function that may occur from time to time as directed by the Supervisor
Primary Internal Interactions
- AM for the purpose of reporting performance, escalation handling, clarifying concerns, and seeking feedback and support.
- Manager for the purpose of settling issues left unresolved by the AM and monthly evaluation of performance
- CCEs (Team Members) for the purpose of seeking cooperation & clarification on process-related matters & providing assistance and support when required.
- Subject Matter Expert (SME)for the purpose of work-related issues and escalated transactions.
- Process Trainer/SME for the purpose of training as and when required.
- QCA for the purpose of audit and feedback.
Minimum Qualification
- Total of fifteen (15) years of education including, at a minimum, (i) a degree from a university or Government-recognized private college degree program of three (3) years or more, or (ii) a diploma of three (3) years or more from a Government registered and nationally recognized educational institution providing diplomas in the hospitality, tourism or travel industry.
Minimum Experience
Domain knowledge
- Minimum 1 year of Webchat experience is a must. Candidates with voice background & prior, web chat experience in preferable. UK utilities domain will be preferred, or experience of Webchat/e-mailing process with more than 1 concurrency, flexi shift and weekend working is most desirable.
Technical Skills
Basic Knowledge of computers:
- Good Computer navigation skills, keyboarding skills
- Should be familiar with MS Office
- Typing speed must be between 30-35 wpm with 95% accuracy
Soft Skills
Required Skills:
- Good Spoken English
- Excellent written and verbal communication skills
Ability to communicate correctly and clearly
- Good Problem Solving Skills
Strong troubleshooting skills
Ability to approach problems logically
- Ability to communicate correctly (grammatically and contextually correct) and clearly.
- CEF scores of B1-5 on both Written and Spoken English
Desirable Skills
- Attention to detail
- Adaptable & Flexible
- Active Listening skills. Should show capabilities to drive a discussion
- Self discipline
- Learning and decision making
- Listening, Patience, and Action oriented
Job tags
Salary
