[ref. l12259104] CEC - Service Assurance Officer-Customer Experience Center-Contact Centre Inbound

Job Description

CEC - Service Assurance Officer

Position Grade Assistant Manager/Deputy Manager

• To respond to customer complaints/issues received on calls/emails and provide effective resolution
• To handle escalations at level 1 and ensure that the complaint gets resolved rather than getting further escalated
• Seek advice and escalate the issue to relevant teams
• Co-ordinate and follow up with support teams for resolution of customer complaints
• To ensure that customers do not have to approach senior management for resolution of issues
• Maintain TAT of commitments given to customer
• Escalate the issue to higher ups whenever required
• Maintain the data of escalations which will be required for training need and analysis for the teams. This data will also be used to analyze the current processes and future process improvements to better customer experience
• Suggest process improvements

• Graduate
• Minimum 1-2 experience in customer service
• Excellent communication skills- Verbal & Written
• Flexible to work 24/7 (For Females: 7AM till 8PM) including Sunday/holidays
• Flexible to get scattered 8 Week Offs in a month with 9hours shift
• Good listening skills and strong communication abilities.
• Be Confident and willing to learn with a flair for knowledge. Possess an upbeat, positive can-do attitude & works with integrity
• Team Player, collaborative Self-motivated person including the ability to act as a role model within the organization. Should be able to establish rapport quickly with peers, managers & customers