DEPARTMENT: Operations REPORTS TO: Team Leader

POSITION SUMMARY

The Customer Care Executive is primarily responsible for ensuring delivery of exceptional customer service to customers as per the respective client’s SLA. The primary focus of a Customer Care Executive is to assist; retain, acquire, and/or recover customers.

Key PerformanceIndicators

Inbound

• Attendance
• Login hours
• Internal Qualityscore
• Product KnowledgeTest score
• Tagging accuracy and percentage

 Outbound

• Attendance
• Login hours
• Internal Quality score
• Product KnowledgeTest score
• Connect percentage for close looping or
• Sales Revenue generated

 Back Office

• Attendance
• Login hours
• Internal Quality score
• Product knowledge Test score
• Average tasks closed/escalated within TAT

Targets for the above KPIs will be as communicated by the business from time to time. These targets may vary across verticals and/or in line with client SLAs.

DUTIES & RESPONSIBILITIES

• Build rapport with customers by handling each and every customer call in a courteous; and professional manner,
• Ensures consistently imparts the correct product and services information during each call.
• Obtains; imparts; clarifies and verifies information to and/or from customers to ensure delivery of exceptional customer service
• Demonstrate appropriate levels of empathy in situations that require these skills; and provides customers with caring individualized attention.
• Accurately tags each call as per defined tagging list/CRM tagging list.
• Ensure that the quality of each call is in compliance with predefined quality parameters.
• Consistently contributes towards improving customer experience by identify potential areas for process/productivity improvements and highlights the same to the Team Leader.
• Utilises the relevant tools and resources provided by the Company to respond to customer queries and requests.
• Ensure strict adherence to established attendance schedules.
• Provides on the job training support to new team members to facilitate improvement in their levels of performance – through mentor / mentee relationship.
• Provides the relevant reports on a daily basis – where applicable.
• Appropriately escalates customer queries to the Team Leader to ensure speedy resolution of the same.
• Ensures daily performance targets are met.

KNOWLEDGE, SKILLS AND ABILITIES

• Must have completed 12 years of schooling
• Degree or Diploma will be an added advantage
• Excellent listening skills; uses appropriate probing techniques to facilitate clear understanding of queries and thus provide appropriate and accurate solutions to customer queries.
• Good typing speed and computer skills, particularly with regard to Microsoft office applications
• Good communication skills including a clear voice; and fluency in English and local languages pertaining to the respective location.
• Ability to work in a team environment
• Ability to maintain a calm disposition particularly in stressful work situations.
• Displays a positive attitude; ability to remain positive and energetic throughout a work day.
• Updates self on products and services by reading new product information; and participating in training opportunities
• Updates own market intelligence on comparative product and services

WORK CONDITIONS:

• Ability to work any shift in a 24/7 work environment including odd hours; weekends and public holidays
• Ability to work extra hours to meet business needs
• To reside within reasonable travel distance to the office, as defined by the Company; to facilitate ease of transport arrangements – where applicable
• May be required to undergo periodic medical examination to assess own suitability for continued employment at the Call Center

YEARS OF RELEVANT WORK EXPERIENCE:-

Customer service experience in a call center environment depends on entry level.

Good level of understanding of the operations process and product knowledge depends on entry level.

Job description: 

BEHAVIOURAL COMPETENCIES:

Customer Focus

• Proactively works with customers to establish rapport
• Demonstrates good knowledge and understanding of products and services; including their benefits; usage and features
• Projects self-confidence when dealing with customers
• Presents a professional, friendly and caring image to the customer
• Consistently seeks to provide high standards of customer service Team work
• Supports colleagues by assisting in customer contacts within area of expertise
• Adheres to schedules by being punctual to work at all times, and recognises the impact of nonschedule adherence to team performance.
• Provides on the job coaching and developmental support to new hires to facilitate quick learning.

Communication

• Communicates effectively with customers; by adapting an appropriate communication style.
• Communicates with logic and facts to persuade customers Performance Focus
• Consistent in meeting performance standards despite repetition of tasks
• Keeps tracks of own results and achievements against target and takes corrective action where applicable
• Proactively seeks assistance in an effort to improve own performance

Managing self

• Demonstrates enthusiasm even when dealing with routine work.
• Takes personal responsibility to develop self by setting own personal objectives and goals.
• Confident in one’s abilities

Analytical

• Identifies patterns on customer issues/queries; and suggests solutions to the Team Leader

Adaptability

• Responds positively to changing work requirements or team changes to ensure effective work performance is maintained
• Accepts and adapts to the changing work environment

Intergrity

• Demonstrates high levels of integrity.

Disclaimer

This job description gives a general guideline, and therefore does not include an exhaustive list of all duties and responsibilities undertaken by jobholders of this position. Ison Bpo reserves the right to change/amend/add other duties to job holder(s) of this position.