CEC-Subject Matter Expert-Service Assurance -Customer Experience Center-Contact Centre Inbound

Job Description

Grade: M1/M2

• To Attend the inbound calls of customers in Retail Assets and process the queries & requests to customer's satisfaction
• To identify and convert the opportunities for cross selling (banking product) on customer's call
• Responsible for quality communication and customer servicing within laid down productivity and service benchmarks.
• Ensure customer delight and consistent service experience, including timely resolution of customer queries/issues.
• Complete the logs specified by the process (End-of-day target)
• Adherence to Information Security norms & quality process norms.
• To be aware of and comply with any updates about the process
• Act on the feedback given by Team Leader/Team Coach or Quality or on the coaching provided to the team as guidelines for improving performance

• Timely Processing of Requests in the CRM - Siebel
• helping officers with knowledge by conducting 1-1 sessions

• Graduate
• Preferably 1-2 years with 6 months which should to be in customer service role - Understanding of call center industry an advantage
• 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

Same Posting Description for Internal and External Candidates