â€¢ Answers incoming customer calls with a friendly and positive manner and provides outstanding service to the customer throughout the duration of the call.
â€¢ Responds to incoming calls from the customers to solve queries and provide alternative options, also change any account information upon customerâ€™s request.
â€¢ Ensure resolutions are provided keeping in mind call control and call duration as prescribed by the client SLA.
â€¢ Ensures all information provided is post verification and authentication as per the Data Protection Act
â€¢ Updates the client software with customer information, queries and Service requests.
â€¢ Provides new thoughts and ideas for process improvements
â€¢ Works in conjunction with process requirements and metrics (SLA)