Firstsource Laboratory Solutions
Location
Mumbai | India
Job description
Operational
- Phone etiquettes (Effective Verbal communication through phone)
- Responds to queries from customer on calls, provide account/billing information and handle complaints regarding the organization's products or services
- Uses computer application and functions to update data and respond to queries
- Maintaining confidentiality, verifying information, etc as described / explained by the client
- Investigate missing information / payments / missing bills, compare invoices and identify gaps follow correct process step to remediate the same
- Problem solving skills
- Self motivated and collaborative
- Understands customer query and responds to it ensuring that all queries/concerns are answered via telephony
- Update account information and performs general maintenance upon customers request as per process
- Understands customer s latent needs and maximizes sales opportunities to promote relevant products and services
- Guides the customer to relevant web pages in the client website that offer the information they seek, if appropriate
- Exhibits promptness and politeness using the appropriate language while answering customer queries
- Target Oriented - Works efficiently towards achieving the SLA based on the process requirement and meets the specified quality standards
- Ability to handle multiple tasks (between applications calls) simultaneously with ability to prioritize while providing exceptional customer service
Education / Qualifications: Fresher / Undergraduate / Grad
Preferred:
- Voice experience
- Sales / Retention / Customer service
Know-How
Critical:
- BPO Experience with good communication skills
- Basic computer
- Voice experience (Retentions / Sales / Customer Service)
- Good analytical skills
- Patient and process oriented
- An eye for detail
- Ability to back-to-back calls
- Typing Skills - 20 wpm with 85 % accuracy
- Team player
Job tags
Salary
