Chandigarh University
Location
Ludhiana | India
Job description
1) Lead a team of customer service reps and provide quality customer support and services via Outbound Calls, E-mails, and Chats.
2) Carry out supervisory responsibilities for the process and answer incoming calls, e-mails, and chats while responding to customer's queries or issues.
3) Deliver internal and external reporting dashboards
4) Provide resolution for all people and client-related issues while doing on the feet thinking.
5) Identify process loopholes and suggest improvements.
6) Ability to clearly interpret the management needs and deliver as per expectations.
7) Be available as per business requirements and show flexibility in work hours.
8) Research, identify, and resolve customer complaints using applicable procedures.
9) Follow up with customers where necessary via outbound calls or e-mails, whichever is applicable.
10) Recognize, document, and alert the management team of trends in Calls, Emails, and Chats
11) To ensure desired customer delight by providing satisfactory response to customer interaction
12) Manage Customer Interactions through chat Inbound & outbound (voice contact) through his/her team for the various services.
13) Creating an inspiring team environment. Evolve more effective work processes for improving customer interactions.
14) Constantly monitor & review performance metrics for achievement of objectives.
Skills Required : customer support, customer services, Outbound call support, Team Leader, AHT, BPOJob tags
Salary
