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Job Opening:  Non Voice Operations

Designations
 Non Voice Operations
Job Description
 

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

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.

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

4.    * 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.

* No Night shift for Girls.

 

 

 

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
 06-1 years
Industry type
 
Role
 Non Voice process
Functional Area
 
Education
 Preferred B.A ,M.A., & Any Degree of Strong Communication
Compensation
 
Location
 Chennai
Keywords
 Candidate to be proficient in business writing skills Typing Speed -35 words per minute with 85% accuracy
Contact
 Miss.Archana
Telephone
 044-65104222
Email
 archana.s@venpastaffing.com
Job posted
 2015-02-01
Reference
 website
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