Job title: Non Voice Operations
Company: Venpa Staffing Services India Private Limited
Job description: 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 incl
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
Location: Chennai, Tamil Nadu – Bangalore, Karnataka
Job date: Wed, 09 Sep 2020 22:36:50 GMT
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