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Job Opening:   Non Voice Process (Email Support)

Designations
  Non Voice Process (Email Support)
Job Description
 

*1.    Respond to Query/Complaint/Request from customers including follow-up and close looping (Voice and Email). Support includes (applicable to all processes/queues):

-         L1 Support: Basic mails using Standard Templates

-         L2 Support: Escalations and Non-Standardized responses.

    Internal mails from executives on behalf of customer.

*    Resolving logs received at Customer Service related to Written Correspondence.

Coordination with resolution owners & sending final confirmation/acknowledgement to customers for forwarded logs (complaint/ request).

*   Retention Activity – Online retention to be maintained by retaining customers who insist to cancel line by sending an email.

Call back customers for identified cases if required to ensure complete customer satisfaction before closure of case.

Skills set : Candidates should really good in oral and written communication in English.

Typing Speed: 30 Words per min & 85% Accuracy.

Shift Timings: 24 X 7 (No night shifts for Female candidates)

Transport facilities: Provided only for Night Shift.

Desired Profile
 

 -       Provide higher first transaction resolution for all queries requests and complaints received

-       Minimum repeat mails from customers

-       Faster reply to customer mails with minimum turn  around time.  

-     Retain customers from voluntarily cancel requests.

-   Patience

-  Ability to deal with difficult, escalated emails

High on confidence

Complex problem solving (identification, resolution)

Passion to meet and exceed expectation

Expressive

-  Adequate articulation

Ability to develop a rapport with every customer

Positive attitude.

 

 

 

Experience
 0.6-1yrs
Industry type
 
Role
  Non Voice Process (Email Support)
Functional Area
 
Education
 B.A,.MA,.(Preferred English Medium)
Compensation
 
Location
 Chennai
Keywords
 Typing,30 Words per min & 85% Accuracy.
Contact
 Ms.Rajasekar
Telephone
 0427-6500901
Email
 raja@venpastaffing.com
Job posted
 2014-11-15
Reference
 website
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