Customer Care Executive at iSON Xperiences Limited

DUTIES & RESPONSIBILITIES 

• Build rapport with customers by handling each and every customer chat/email in a courteous; and professional manner, 
• Ensures consistently imparts the correct product and services information during each chat/email. 
• Obtains; imparts; clarifies and verifies information to and/or from customers to ensure delivery of exceptional customer service 
• Demonstrate appropriate levels of empathy in situations that require these skills; and provides customers with caring individualized attention. 
• Accurately tags each chat/email as per defined tagging list. 
• Ensure that the quality of each chat/email is in compliance with predefined quality parameters. 
• Consistently contributes towards improving customer experience by identify potential areas for process/productivity improvements and highlights the same to the Team Leader. 
• Utilises the relevant tools and resources provided by the Company to respond to customer queries and requests. 
• Ensure strict adherence to established attendance schedules.
• Provides on the job training support to new team members to facilitate improvement in their levels of performance – through mentor / mentee relationship. 
• Provides the relevant reports on a daily basis – where applicable. 
• Appropriately escalates customer queries to the Team Leader to ensure speedy resolution of the same. 
• Ensures daily performance targets are met. 

KNOWLEDGE, SKILLS AND ABILITIES 

• Minimum of a Bachelors Degree or a diploma . 
• Excellent listening skills; uses appropriate probing techniques to facilitate clear understanding of queries and thus provide appropriate and accurate solutions to customer queries. 
• Good typing speed and computer skills, particularly with regard to Microsoft office applications 
• Good communication skills including a clear voice; and fluency in English and local languages pertaining to the respective location. 
• Ability to work in a team environment 
• Ability to maintain a calm disposition particularly in stressful work situations. 
• Displays a positive attitude; ability to remain positive and energetic throughout a work day. 
• Updates self on comparative product and services 

WORK CONDITIONS:

• Ability to work any shift in a 24/7 work environment including odd hours; weekends and public holidays 
• Ability to work extra hours to meet business needs 
• To reside within reasonable travel distance to the office, as defined by the Company; to facilitate ease of transport arrangements – where applicable 
• May be required to undergo periodic occupational related medical examination to assess own suitability for continued employment at the Call Center 

YEARS OF RELEVANT WORK EXPERIENCE:- 

• Customer service experience, in a call center environment – depends on entry level.     
• 0 -1 expetience
• Good level of understanding of the operations process and product knowledge – depends on entry level.

BEHAVIOURAL COMPETENCIES: 

• Customer Focus 
• Demonstrates good knowledge and understanding of products and services; including their benefits; usage and features 
• Projects self-confidence when dealing with customers 
• Presents a professional, friendly and caring image to the customer 
• Consistently seeks to provide high standards of customer service 
• Team work 
• Supports colleagues by assisting in customer contacts within area of expertise 
• Adheres to schedules by being punctual to work at all times, and recognises the impact of nonschedule adherence to team performance. 
• Provides on the job coaching and developmental support to new hires to facilitate quick learning. 
• Communication 
• Communicates effectively with customers; by adapting an appropriate communication style. 
• Communicates with logic and facts to persuade customers 
• Performance Focus 
• Consistent in meeting performance standards despite repetition of tasks 
• Keeps tracks of own results and achievements against target and takes corrective action where applicable 
• Proactively seeks assistance in an effort to improve own performance  
• Managing self 
• Demonstrates enthusiasm even when dealing with routine work. 
• Takes personal responsibility to develop self by setting own personal objectives and goals. 
• Adaptability 
• Responds positively to changing work requirements or team changes to ensure effective work performance is maintained 
• Accepts and adapts to the changing work environment