Executives

EXL Service

  • Pune, Maharashtra
  • Permanent
  • Full-time
  • 1 month ago
Job Description:Role : Customer Care Executive - OVO EnergyDepartment : OperationsReports to : Assistant ManagerSpan of Control : NilPrimary ResponsibilityTo work on Chats (B2B) for UK Energy Customers. Need to good writing skills (CEF- B1-5)Performance Parameters
  • Productivity,
  • Speed
  • Accuracy
  • Dual concurrency Chats
  • Attendance
  • Schedule Adherence
Role Responsibilities
  • Ensure that Chats are handled as per the defined process at all times
  • Ensure that the assigned targets in accordance with SLA are met
  • Ensure that the quality of the transactions is in compliance with predefined parameters
  • Provide the relevant process reports on a daily basis
  • Ensure adherence to established attendance schedules
  • Ensure adherence to Company Policies and Procedures
Primary Internal Interactions
  • Assistant Manager for the purpose of reporting performance, clarifying concerns, and seeking feedback and support.
  • Manager for the purpose of settling performance issues and for monthly one on ones
  • SME’s for the purpose of seeking cooperation & clarification on process-related matters & providing assistance and support when required.
QualificationGraduate with knowledge of Computer literacy (MS Office & Domain knowledge) - 15 Yrs of EducationExperience0 to 1 YrsTechnical SkillsSoft SkillsDesirable Skills:Basic IT, Comfortable with working on computersTyping speed of 25-30 words(net)Should be able to communicate in English (verbal & written)Comprehend written composition.Commitment and drive for targetsDecision making abilityAdaptable & Flexible.Customer service Focus – Ability to empathize with the customer and prioritize requestsOther duties as assigned

EXL Service