Executives

EXL Service

  • Noida, Uttar Pradesh
  • Permanent
  • Full-time
  • 1 month ago
Job Description:Primary ResponsibilityRole primarily involves dealing with end customers via chat, responsibilities include answering customer / engineer queries related to the Smart metering and faults.Performance Parameters
  • One plus chat concurrency / 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 - Measurement of the customer service representative’s skills
Role Responsibilities
  • 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 engineer chats related to metering processes.
  • 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 engineer queries in first contact itself
Primary Internal Interactions
  • AM for the purpose of reporting performance, escalation handling, clarifying concerns, and seeking feedback and support.
  • Manager for the purpose of settling issues left unresolved by the AM and monthly evaluation of performance
  • CCEs (Team Members) for the purpose of seeking cooperation & clarification on process-related matters & providing assistance and support when required.
  • SME/ Process Trainer for the purpose of training as and when required.
  • QCA and CEA for the purpose of training and audit.
Minimum Qualification
  • Total of fifteen (15) years of education including, at a minimum, (i) a degree from a university or Government-recognized private college degree program of three (3) years or more, or (ii) a diploma of three (3) years or more from a Government registered and nationally recognized educational institution providing diplomas in the hospitality, tourism or travel industry.
Minimum ExperienceDomain knowledge
  • Minimum 1 year of Webchat experience is must. Candidates with voice background & prior, web chat experience in preferable UK utilities domain will be preferred, or experience of Webchat/e-mailing process with more than 1 concurrency, flexi shift and weekend working is most desirable.
Technical SkillsBasic Knowledge of computers:
  • Good Computer navigation skills, keyboarding skills
  • Should be familiar with MS Office
  • Typing speed must be between 30-35 wpm with 95% accuracy
Soft SkillsRequired Skills:
  • Good Spoken English
  • Excellent written and verbal communication skills
Ability to communicate correctly and clearly
  • Good Problem Solving Skills
Strong troubleshooting skillsAbility to approach problems logically
  • Ability to communicate correctly (grammatically and contextually correct) and clearly.
  • CEF scores of B2 on both Written and Spoken English
Desirable Skills
  • Attention to detail
  • Adaptable & Flexible
  • Active Listening skills. Should show capabilities to drive a discussion
  • Self discipline
  • Learning and decision making
  • Listening, Patience, and Action oriented

EXL Service