EXL IT service management
Location
Pune | India
Job description
Primary Responsibility
This role is primarily involves dealing with end customers / Engineers via Web-chat / Voice calls, to resolve queries related to the Smart metering and faults.
Performance Parameters
- One plus chat concurrency / Average Handle Time
- Quality Assurance (Finished Product Quality ) Measurement of the customer service representative's soft skills
- Authentication - Measurement of the customer service representative's soft skills
- Negotiation skill- finding out the problem and if required to make a decision on waiving off /negotiating some bill amount.
- Inquiry Review - Measurement of the customer representative's conformance to inquiry review requirements
- Attendance - dependability
- Schedule Adherence - punctuality
- First call resolution
- Customer Experience - Measurement of the customer service representative's soft 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
- Initiate and manage Voice / Smart Metering process.
- Provide resolution by catering exceptions and update systems accordingly.
- Opening Account / Closing Account
- Verifying customer details
- Adjusting technical information on the account
- Investigate Metering / Industry / Billing accounts
- Issue relevant system generated letters
- 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 / record claim in first call itself
- Take ownership for settling calls dealt with by the agent.
- Ensure that all calls dealt with provide excellent customer satisfaction and experience.
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.
- SME/ Process Trainer for the purpose of training as and when required.
- QCA and CEA for the purpose of training and audit.
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 and Voice experience is must. Candidates with voice background & prior, web chat / Voice 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:
- Knowledge of key parts of the computer and rebooting the system.
- Preferably good typing speed and accurate system updation.
- Phone/ Call Master Handling Skills
- 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
- Strong customer service focus
Ability to empathize with the customer
Prioritizing customer needs
- Ability to communicate correctly (grammatically and contextually correct) and clearly.
- Customer Service Focus - Ability to clearly understand the problem of customer and empathize him/her
- Good problem solving, reasoning, data gathering and analytical skills.
- Should have12 and above as a CEF ratings / scores
Product Specific Knowledge
- Knowledge about the General Information about UK Utilities
- Call Opening and Closing Scripts
- Login Procedures to various applications like - Center Vu, Dialer, SAP, & Siebel
- Knowledge of Processes outlined for
Case Handling
Call Escalations
Call Forwarding
Call Reporting / Data Logging
- Phone / Call master Handling Skills
- Keyboarding skills
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
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