Customer Service Executive - Thane, India - Network Techlab (India) Pvt. Ltd
Description
Job Description:
Customer Service RepresentativeRoles and Responsibilities:
- Handling post-service calls and NPS to assess customer experience
- Understanding and resolving customer queries
- Maintaining customer satisfaction through effective problemsolving skills
- Managing complaint escalations
- Following up to convert dissatisfaction into satisfaction
- Maintaining and updating all relevant documents and processes
- Preparing scorecards and CSAT dashboards
- Utilizing SOM tool, NPS tool, and feedback tool
- Identifying cases failing to meet SLAs and implementing corrective measures
- Maintaining quality standards and reducing data discrepancies
- Ensuring adherence to process SLAs
- Coordinating training and managing MIS
- Performing other assigned duties
- 12 years of experience in customer service
- Experience in contact center BPO/KPO preferred
- Proficiency in English, Hindi, and Marathi
- Strong computer skills and interpersonal communication
- Exceptional listening, analytical, and problemsolving skills
- Empathy, proactivity, people management, and writing proficiency
- Proficiency in Excel
Pay:
₹9, ₹29,222.03 per month
Schedule:
- Day shift
Education:
- Higher Secondary(12th Pass) (preferred)
Experience:
- total work: 1 year (preferred)
- Customer service: 1 year (preferred)
Language:
- English (preferred)
- Hindi (preferred)
Work Location:
In person
Speak with the employer
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