Jobs at Technobrain

Position Overview

The job holder will be responsible for assessing the quality of the performance of our call center associates who deal with our existing and potential customer. The Quality Co-ordinator will monitor inbound, outbound call and social Media responses to assess associates demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. This individual will assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendation for enhancements to training materials as needed to enhance the overall call center energy & customer’s experience.

Requirements

Role and Responsibilities

 Inbound

• Daily Call monitoring (Inbound & Repeat Call, CSAT)
• Conduct weekly calibration for the team
• Share Quality & Calibration reports within set timelines
• Track monthly quality performance and share gaps as well as improvement plan
• Ensure reduction of compliance issues reported by the client
• Conduct new hire training & refresher sessions
• Communicate performance expectations, action plans and development plans to improve call quality of the team.
• Conduct ticket audit
• Manage the team in the absence of the Team Leader

Experience Profile

• At least 6-12 Months at a BPO executive level.
• Excellent communication skills, relationship building and interpersonal skills.
• Excellent organizational skills and ability to prioritize and multi-task.
• Demonstrable ability to supervise successfully and lead others.
• Ability to work collaboratively with subordinate’s peers and senior management. 
• Proven track record of sound business judgment and experience of change management.
• Project Management demonstrated experience such as customer service, data verification and management of information systems.
• Proven performance record with ability to QC work with 100% accuracy.

Candidate Specification - Critical Skills required for applicant

• Pleasant personality, organized, well-groomed and tactful.
• Excellent customer service and interpersonal skills required
• Excellent communication skills, both verbal and written, required; professional presence and demeanor
• Ability to maintain poise and professionalism in a fast-paced environment
• Ability to interact with all levels of professionals and customers
• Ability to work independently and in a collaborative environment
• Good IT knowledge will be a definite advantage.
• Assertive and able to manage strong personalities.

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Position Overview

• The Team leader will lead and oversee our customer service campaign in the call center, she will be responsible for managing a team of Customer Service Representatives, ensuring the delivery of exceptional service, and achieving campaign goals. They should possess strong leadership skills, a deep understanding of customer service principles, and the ability to inspire and develop team members. The Team Leader will play a critical role in driving performance, optimizing customer service operations, and contributing to the overall success of our organization.

Requirements

Role and Responsibilities

• Lead, mentor, and supervise a team of Customer Service Representatives, providing guidance, support, and performance feedback to optimize individual and team performance.
• Develop and implement customer service strategies, campaigns, and initiatives to deliver outstanding service and enhance customer satisfaction while meeting or exceeding campaign targets.
• Set clear performance goals, targets, and key performance indicators (KPIs) for the team and monitor and evaluate individual and team performance against these goals.
• Conduct regular performance evaluations, one-on-one meetings, and team meetings to provide feedback, address performance gaps, and identify opportunities for improvement.
• Monitor customer service activities and interactions, analyzing performance metrics, trends, and results to identify areas of improvement and implement corrective actions as needed.
• Collaborate with other departments, such as operations, training, and quality assurance, to ensure alignment and consistency in customer service strategies, processes, and standards.
• Stay updated on industry trends, best practices, and customer service advancements, and provide guidance and training to the team to enhance skills and deliver exceptional service.
• Handle escalated customer issues, complaints, and complex inquiries, resolving them in a timely and satisfactory manner while maintaining customer relationships.
• Generate reports and provide regular updates to management on campaign performance, including customer satisfaction ratings, service level adherence, productivity, and team achievements.
• Foster a positive and collaborative team environment, promoting teamwork, open communication, and a culture of continuous learning and development.

 ​​​​​​​Experience Profile

•  Proven experience in customer service, with at least 2-3 years in a supervisory or team lead role within a call center environment.
• Strong knowledge of customer service principles, best practices, and industry standards.
• Exceptional leadership and people management skills, with the ability to inspire, coach, and develop a team towards achieving performance goals.
• Excellent communication and interpersonal skills, with the ability to effectively interact with team members, stakeholders, and customers at all levels.
• Analytical mindset with the ability to interpret data, metrics, and trends to drive informed decisions and implement performance improvements.
• Proficiency in using customer relationship management (CRM) systems, call center software, and reporting tools.
• Strong problem-solving and decision-making abilities, with a focus on finding practical solutions and implementing effective strategies.
• Demonstrated ability to work under pressure, meet deadlines, and adapt to changing priorities in a fast-paced, dynamic environment.
• Customer-centric mindset with a passion for delivering exceptional service and enhancing the customer experience.
• Flexibility to work in various shifts, including evenings, weekends, and holidays, as required by the call Centre’s operational hours.

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Position Overview

• We are seeking a friendly, customer-focused, and highly motivated Customer Service Representative to join our call center team. The Customer Service Representative will be responsible for providing exceptional service to our customers by addressing inquiries, resolving issues, and ensuring a positive customer experience. The ideal candidate should possess excellent communication skills, empathy, patience, and the ability to handle challenging situations with professionalism. The Customer Service Representative will play a crucial role in building customer relationships, promoting customer satisfaction, and contributing to the overall success of our organization.

Requirements

Role and Responsibilities

• Serve as the first point of contact for customers, handling inbound calls and responding to inquiries regarding products, services, orders, billing, and general account information.
• Provide accurate and efficient resolution of customer issues, concerns, and complaints by actively listening, analyzing the situation, and determining appropriate solutions.
• Maintain a high level of professionalism, empathy, and patience while handling customer interactions, ensuring a positive and personalized customer experience.
• Utilize effective communication skills to clearly and concisely explain product features, service benefits, and troubleshooting steps to customers.
• Accurately and efficiently document customer interactions, inquiries, and resolutions in the company's customer relationship management (CRM) system.
• Collaborate with other internal teams, such as technical support, sales, and billing, to address customer needs and escalate complex issues when necessary.
• Proactively identify opportunities to upsell or cross-sell products and services based on customer needs and preferences.
• Stay up-to-date on product knowledge, company policies, procedures, and industry trends to provide accurate and timely information to customers.
• Follow established protocols and guidelines to ensure compliance with regulatory requirements and company standards.
• Strive to meet or exceed individual and team performance metrics, including average handle time (AHT), first call resolution (FCR), customer satisfaction (CSAT), and upsell/cross-sell targets.
• Actively participate in training sessions, team meetings, and continuous learning opportunities to enhance knowledge and improve customer service skills.

Experience Profile

• ​Excellent communication skills, both verbal and written, with the ability to effectively engage and interact with customers.
• Strong active listening skills and the ability to empathize with customers' concerns and needs.
• Patient and calm demeanor with the ability to handle irate or difficult customers professionally and de-escalate tense situations.
• Strong problem-solving skills with the ability to think quickly and provide appropriate solutions to customer issues.
• Ability to work both independently and collaboratively in a team-oriented environment.
• Positive and strong work ethics in terms of attendance, adherence to schedule & implementing feedback.
• Proven experience in a customer service role, preferably within a call center environment.
• Understanding of key KPIs and their relationship to performance in a Inbound voice campaign.
• Proficient computer skills and experience using customer relationship management (CRM) systems, call center software, and other relevant tools.
• Ability to multitask, prioritize, and manage time effectively in a fast-paced, dynamic environment.
•  derFluency in additional languages is a plus, especially if serving customers from diverse cultural backgrounds.