Job Description :
Job Responsibilities
·Ensuring hygiene at contact center (Manpower Forecasting, availability through right hiring, Training and measuring Quality in all aspects). Monitor the center against agreed KPI’s and implement / monitorimprovement plan.
·To ensure timely Response and Resolution along with Quality to drive positive Customer Sentiment for Service.
·To act as point of reference / support for potential product issues, Operational fixes, sensitive and difficult interactions with threatening customers, potential Brand risk, legal issues or issues likely to result in media attention – all cases to be escalated real time to Center team and dealt with as priority.
·Ability to deep dive on complaint reason to derive root cause analysis and recommending process fix to the teams.
·Brand Reputation is a key metric to be tracked to ensure Online Response is as per Brand tonality.
·Effectively and timely resolution to customer issues.
·Revenue impact by Retaining potential churn threat customers, and upgrading customers to higher plans
·This role will establish customer relations technology such as listening of customer interactions in online channels, drive actionable insights
What specific skills and traits should this person possess
System/Computer Skills:
I.User of social media channels with active accounts (e.g. facebook, twitter, instagram, etc.)
II.User of digital and smart devices (e.g. smartphones, tablets, and other smart devices)
III.High level of understanding of new and upcoming technology would be added advantage.
Skills:
I.Passion for people andcustomerserviceis must, Result-oriented, Multitasking, Persuasive, Precision,customerfocus, problem solver, Process oriented, excellent time and process management skills, critical thinking and comprehension skills, scientific and product knowledge, strong data integrity, and attention to detail.
II.Must be a team player and able to manage own time effectively.
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