Process Associate Job in SLJOBS at Ahmedabad, Gandhinagar, Rajkot

• Designation: Executive
  

Primary Skills:

• Customer Service
  
• NPS Survey.
  
• Knowledge of Excel.
  

Role Purpose and KPIs:

• This position is responsible for ensuring customer loyalty and rebuild trust in Services.
  
• This position is responsible to identify reasons for customer dissatisfaction and perform analysis on case basis as per predefined guidelines.
  
• Establish hygiene / process issue and prepare talk off with the customer accordingly for both open and close service requests / complaints.
  
• This position is responsible to provide end to end complete resolution to customer concerns.
  
• To provide resolutions on the nature of the request/complaint, status of the customer’s account applying business rules.
  
• This position is responsible to close loop with the customer and post providing the customer necessary resolution and initiate re polling to identify efficiency.
  
• All customer interactions to be handled within defined timelines
  
• To be able to handle customer interactions while maintaining the set quality standards defined by company
  
• To be aware of the latest products launched as well as the recent change in processes in order to communicate correct information to the customer
  
• To be able to provide customized solutions to each customers concern and address his issues completely and correctly so as to ensure no repeats
  
• To be able to speak to an irate customer with sense of ownership and convert customer complaints into customer delight and thereby ensuring customer loyalty
  
• To be able to retain a customer who has decided to leave company primarily using communication skills
  
• Shift: Rotational Shifts (5 days)
  
• Allowances : 120Rs to 200Rs per day (Any shift after 8pm) + transportation in night shifts + Insurance benefits etc.