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· Desired experience in E- Commerce industry or Domestic Premium Segment Call Center
Technical Competencies: (Job related)
· Typing speed and Accuracy: 25 WPM with >=90% accuracy
· Versant Test (Separate test for both Spoken & Written English test). The cut off score should be in-line with prescribed target
Soft Skills: (Job related)
· Excellent Verbal communication in English and Hindi
· Good Listening skills and Attention to details
· Logical and reasoning abilities to take right decisions to solve customer problems.
· Result oriented who can drive towards stringent targets.
· Basic knowledge of Customer Service.
· Ready to work in rotational shifts.
Primary responsibility is to answer inbound and outbound calls, manage customer expectations and provide quick & accurate resolution within the specified TAT.
· Provide First Time Resolution to customers on calls
· Maintain notes on relevant systems for tracking purposes as per SOP
· Maintain high level of compliance to the standard operating procedure (SOP)) defined by the line of business.
· Maintain accurate and updated knowledge of Process procedures and systems.
· Ability to use logical reasoning and adjust quickly in short timeframe with enough supervision
· Ability to build rapport with customers on the call
· Should be a quick learner. Display patience and problem solving skills
· Facilitate process improvement by escalating relevant issues to the right department
· Be a brand ambassador for the project
· Create a WOW exp. for the customer (C-Sat) and Customer Experience
· Provide quick an effective resolution to the customer's queries in conformance to the Quality Monitoring system
· Should be comfortable in using the e-commerce mobile apps and website and should have basic awareness about the ecommerce industry
· Should be ready to work in flexible shifts Rotating throughout Day/Night and 6 days working
· Adherence to company policies, rules and regulations
· To follow quality processes thoroughly using checklist standards
· Responsible for complying with all QMS and ISMS Policies and procedures
· Residing within the radius of 20 KM (Depending on the location)
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