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    Executives EXL/E/998304 - Pune, India - exl

    exl
    exl Pune, India

    4 days ago

    EXL background
    Description

    Job Description

    Primary Responsibility

    This role is primarily involves dealing with end customers / Engineers via Web-chat / Voice calls, to resolve queries related to the Smart metering and faults.

    Performance Parameters

  • One plus chat concurrency / Average Handle Time
  • Quality Assurance (Finished Product Quality ) Measurement of the customer service representative's soft skills
  • Authentication - Measurement of the customer service representative's soft skills
  • Negotiation skill- finding out the problem and if required to make a decision on waiving off /negotiating some bill amount.
  • Inquiry Review - Measurement of the customer representative's conformance to inquiry review requirements
  • Attendance - dependability
  • Schedule Adherence - punctuality
  • First call resolution
  • Customer Experience - Measurement of the customer service representative's soft skills

    • Role Responsibilities

  • Ensure that the process transactions are processed as per Desktop procedures
  • Ensure that the assigned targets in accordance with SLA and any internal standard are met
  • Initiate and manage Voice / Smart Metering process.
  • Provide resolution by catering exceptions and update systems accordingly.
  • Opening Account / Closing Account
  • Verifying customer details
  • Adjusting technical information on the account
  • Investigate Metering / Industry / Billing accounts
  • Issue relevant system generated letters
  • Ensure that the quality of the transactions is in compliance with predefined parameters as defined by Process Excellence Standards.
  • Ensure adherence to established attendance schedules
  • Ensure adherence to Company Policies and Procedures
  • Ensure use of standard verbiage – use of short & effective statements.
  • Resolve customer queries / record claim in first call itself
  • Take ownership for settling calls dealt with by the agent.
  • Ensure that all calls dealt with provide excellent customer satisfaction and experience.

    • Primary Internal Interactions

  • AM for the purpose of reporting performance, escalation handling, clarifying concerns, and seeking feedback and support.
  • Manager for the purpose of settling issues left unresolved by the AM and monthly evaluation of performance
  • CCEs (Team Members) for the purpose of seeking cooperation & clarification on process-related matters & providing assistance and support when required.
  • SME/ Process Trainer for the purpose of training as and when required.
  • QCA and CEA for the purpose of training and audit.

    • Minimum Qualification

  • Total of fifteen years of education including, at a minimum, (i) a degree from a university or Government-recognized private college degree program of three years or more, or (ii) a diploma of three years or more from a Government registered and nationally recognized educational institution providing diplomas in the hospitality, tourism or travel industry.

    • Minimum Experience

    Domain knowledge

    Minimum 1 year of Webchat and Voice experience is must. Candidates with voice background & prior, web chat / Voice experience in preferable UK utilities domain will be preferred, or experience of Webchat/e-mailing process with more than 1 concurrency, flexi shift and weekend working is most desirable

    Technical Skills

    Basic Knowledge of computers:

  • Knowledge of key parts of the computer and rebooting the system.
  • Preferably good typing speed and accurate system updation.
  • Phone/ Call Master Handling Skills
  • Typing speed must be between 30-35 wpm with 95% accuracy


    • Soft Skills

    Required Skills:

  • Good Spoken English
  • Excellent written and verbal communication skills

    • Ability to communicate correctly and clearly

  • Good Problem Solving Skills

    • Strong troubleshooting skills

    Ability to approach problems logically

  • Strong customer service focus

    • Ability to empathize with the customer

    Prioritizing customer needs

  • Ability to communicate correctly (grammatically and contextually correct) and clearly.
  • Customer Service Focus – Ability to clearly understand the problem of customer and empathize him/her
  • Good problem solving, reasoning, data gathering and analytical skills.
  • Should have 12 and above as a CEF ratings / scores

    • Product Specific Knowledge

  • Knowledge about the General Information about UK Utilities
  • Call Opening and Closing Scripts
  • Login Procedures to various applications like -> Center Vu, Dialer, SAP, & Siebel
  • Knowledge of Processes outlined for

    • Case Handling

    Call Escalations

    Call Forwarding

    Call Reporting / Data Logging

  • Phone / Call master Handling Skills
  • Keyboarding skills

    • Desirable Skills

  • Attention to detail
  • Adaptable & Flexible
  • Active Listening skills. Should show capabilities to drive a discussion
  • Self discipline
  • Learning and decision making
  • Listening, Patience, and Action oriented
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