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Job Opening:  Scope of work � Non Voice Operations

Designations
 Scope of work � Non Voice Operations
Job Description
 

 To operationally manage Non Voice Contact Centre operations across segments for Mobile and Fixed-line services.

 

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

 

2.    Internal mails from executives on behalf of customer.

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

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

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

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

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 turnaround 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
 6 -1 yrs
Industry type
 
Role
 Non Voice Operations
Functional Area
 
Education
 BA,MA ENGLISH
Compensation
 Excellent communication is must
Location
 Chennai
Keywords
 Typing Speed -35 words per minute with 85% accuracy
Contact
 Mrs.Akila
Telephone
 90921-25553
Email
 akila@venpastaffing.com
Job posted
 2014-11-21
Reference
 website
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