Customer Service Executive Jobs in Gurgaon - Unitel Network

Urgently Hiring for Customer Service Executive SBI Cards!!

Job Description Position Responsibilities

 Would be part of the customer services team handling Inbound calls / outbound from Credit Card Holders Needs to ensure all Customer Services Requests, Complaints & Queries are resolved as per the TAT defined Employee is expected to demonstrate highest standards in call quality & product knowledge to deliver on superlative customer experience. 

Provide real-time inputs and raise red flags on process gaps   

Responsible for achieving targets on a daily basis like AHT, Productivity, Cross sell, retention, first call resolution, Call Quality, CSAT along with ensuring high quality of service with zero unscheduled leaves/ absenteeism Job requires Compliant to Business Policy, processes and procedures. 

Need to take additional responsibilities & identify process gaps on process improvement and better customer experience Should be versatile & dexterous in managing volumes from multiple channels (Outbound/Inbound) Employee will be empowered to take prudent decisions on levels of authority to increase FCR /FTR Compliant with business policy, processes and procedures 

Measures of Success (Define the Outcomes expected of the role) FCR, Repeats C-Sat Call Quality Up-sell, Cross Sell, Retention Operational efficiency – AHT & productivity Schedule Adherence 

Skills Sets Required

• Excellent voice modulation, professional phone etiquettes   and communication skills – interpersonal, verbal, and written with the goal of influencing outcomes. 
• Must be able to build positive, productive relationships with customers and team members.
•  Excellent listening, trouble shooting, problem solving and analytical skills with ability to resolve conflict effectively. 
• Strong organization, time management, and multi-tasking abilities Self-motivated and ability to deliver independently Certification on few of competencies listed above   would be an added advantage. Candidates who are multi lingual (Mandatory English and preferably Hindi as third language).