Role primarily involves dealing with end customers via chat, responsibilities include answering customer queries related to their contracts. Some bit of outbound calling is also required depending on the complexity
Average Handle Time
Quality Assurance (Finished Product Quality) Measurement of the customer service representative’s skills
Authentication - Measurement of the customer service representative’s soft skills
Attendance - dependability
Schedule Adherence - punctuality
First chat resolution
Customer Experience (NPS) - Measurement of the customer service representative’s skills
Ensure that the process transactions are processed as per Desktop procedures
Ensure that the assigned targets in accordance with SLA and any internal standard are met
Manage customers chats for any queries related to Services
Provide resolution by catering exceptions and update systems accordingly.
Verifying customer details
Provide relevant system generated information
Ensure that the quality of the transactions is in compliance with predefined parameters as defined by Process Excellence Standards.
Ensure adherence to established attendance schedules
Ensure adherence to Company Policies and Procedures
Ensure use of standard verbiage – use of short & effective statements.
Resolve customer queries in first contact itself