Role and Responsibilities
Primary Responsibility:
Customer service executive works with an objective of delivering outstanding customer support and developing customer relationships. The person will act as a bridge between STEMZ and the applicants/customers while working in coordination with all cross functional teams to drive repeat customers where applicable and help organizations meet its long-term goals. He/she will act as a contact point for all call center related concerns and should also be able to act proactively to ensure smooth team operations and effective collaboration.
Customer Service Representative Responsibilities:
● Maintaining a positive, empathetic, and professional attitude toward customers always.
● Responding promptly to customer inquiries, questions, and concerns
● Communicating with customers through various approved channels.
● Acknowledging and resolving customer complaints.
● In depth knowledge and understanding of STEMZ processes to be able to handle applicant queries efficiently
● Keeping records of customer interactions, transactions, comments, and complaints on the prescribed formats and record keeping portals.
● Communicating and coordinating with colleagues as necessary.
● Ensure customer satisfaction and provide professional customer support.
Snapshot of tasks:
● Applicant Handing – Appointment scheduling
● Manifest Target achievement
● Play key roles in critical projects and initiatives like -
● QRC – Call back and closure of locations as assigned
● Comfort calls – QRC urgent complaints. software downtime etc.
● CSAT Calls
● Awareness on Fraud through every calls
● Appointment scheduling
● Utilize software, scripts, and tools appropriately
● QRC update timely – Applicant concern over email and phone
● Take part in training and other learning opportunities in the process
Expectation
● Maintain Call quality
● Complete follow up according to policy and procedures
● Applicant query resolution within timeline
● Prioritize query
● Proper software tagging
● Data security
Targets
● Manifest target fulfilment i.e. 95%
● Fast response rate of complaint resolution
● Achieve Customer Service metrics
● MIS reports – Collect the data and information from the applicant and share with Spocs by EOD, weekly etc
● Metrics & Organization Management:
● Performance Metrics:
● SLA Management
● Quality Management Metrics
OM & Reporting:
● Team Leader- Customer Service
Qualifications, Experience and Education Requirements
● Bachelor or above degree, major in Business Management or related discipline
● Well versed in call centre related regulations
● High degree of proficiency in MS Office functions is a must
● Must have experience in a BPO environment (minimum 02 years)
Mandatory Skills
● Experience working with strict deadlines and ability to meet deadlines on a daily basis while managing multiple projects and priorities.
● Ability to evaluate work and process flow to ensure optimal efficiency while maintaining extreme accuracy and data standards.
● Ability to work in teams and coordinate work efforts.
● This position interacts with various levels of personnel and requires a high ability to build and maintain relationships at all levels, both internal and external.
● Fluency in written and spoken English
● Effective People Management skills for interaction with clients, visitors and fellow staff members Discretion and Integrity
● Attention to detail always
● Good timekeeper
● Flexibility in working hours
● Self-starter with ability to work on own initiative
● Good listener
● Preferred Skills
● Ability to lead a team
● Negotiation skills
● Experience in recruitment and training will be preferred
● Advisory skills
