Job Description :
Handling & resolving customer queries on emails / Chat
Escalate & follow up of for complaints / requests with concern team
Maintain set standards / script in handling the customer queries
Adhere to all set targets (productivity, attendance, quality, error)
Role involves working in shifts & rotational week off
Need based outcalling to understand issues
Graduate or Under Graduate (minimum 12th Pass with Good written skills)
Experience Desired :
Graduate (6 months -2 years) Undergraduate (6 months to 3 years) experience in customer service Voice / Non-voice
Having worked in a call center for Email, Social media, Chat process
Awareness of call center process, work flow, metrics in general.
Personal Traits : Self-motivated.
Ability to handle pressure.
Ability to proactively identify problem areas & fix.
Quick learner / positive approach / Ability to escalate internally for resolution & convince customers
Soft Skills Required :
Excellent verbal and written communication skills. (English & local language)
Good Inter & Intra personal skills.
Pleasant, professional and courteous in handling customers.
Strong customer service approach to dealing with people at all levels internal and external.
Information Security Responsibilities :
Adhere to the information security policies and procedures of OnMobile
Report security incidents to the concerned authorities
Access only that information that is authorized
Do not get involved in malicious activities or engagements that spread hatred, violence etc. over the internet.
Ensure that customers information is of prime importance and protected at all times.
Do not disclose business information to anybody including friends, relatives, social networking sites, or chat rooms