Open Roles at iSON Xperiences Limited

The Customer Care Executive is primarily responsible for ensuring delivery of exceptional customer service to customers as per the respective client’s SLA. The primary focus of a Customer Care Executive will be to assist; retain; acquire and/or recover customers.

Key Skills Needed

• Minimum bachelor degree from a registered tertiary institute
• Minimum of 1 years’ experience in managing offshore clients in BPO sector both Voice and Non-Voice
• 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

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The Skills Developer is responsible for the delivery of quality training programmes; and associated tasks relating to identification of training needs; updating of training material; administration of training and evaluation of participants. Works closely with other functions to identify training and development needs, suggest solutions and implement training programmes to promote achievement of business results.

Key Skills Needed

• Bachelor degree in related fields of study
• Minimum of 2 - 3 years’ experience in BPO sector managing offshore clients
• Demonstrated excellent product knowledge
• Excellent customer service skills
• Enthusiastic; with a creative and interactive training approach
• Good at analyzing post-training trends
• Proficient in MS word, Excel and Power point.
• Excellent Communication; interpersonal and organization skills
• Good presentation and group facilitation skills
• Ability to prepare and deliver concise presentations

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The Quality Analyst will be responsible for ensuring excellence in call quality standard. The Quality Analyst will be required to conduct live call monitoring; evaluation of calls; providing constructive feedback through coaching sessions; scheduling and facilitating call calibration sessions as appropriate; preparing quality reports; identifying and implementing quality initiatives for continuous improvement.

Key Skills Needed

• Bachelor degree in related fields of study
• Minimum of 2 - 3 years’ experience in BPO sector managing offshore clients
• High level of confidence and ability to establish communication with others.
• Demonstrated excellent product knowledge
• Ability to develop and influence others
• Good at preparing and analyzing data.
• Proficient in MS word, Excel and Power point. Good coaching skills to be able to provide constructive feedback to Customer Care Executives
• Excellent Communication and organization skills
• Prior Exposure to green belt or yellow belt certification will be an added advantage. 
• Prior experience in managing / handling Quality processes is an added advantage.
• Must be able to install applications on production environment, troubleshoot the issue, taking backups of the data and make necessary upgrades to the system

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The Team Leads is role is to ensure the delivery of exceptional customer service through the day-to-day management of Customer Care Executives; in line with the client’s SLA. This would involve managing, motivating, rewarding, recognizing, coaching, developing and resolving day-to-day operational issues. 

In addition, the Team Lead will be responsible for closely working with the management across various support functions in fostering an environment of continuous improvement to ensure the efficient and effective management of the call center through planning, organizing and analyzing the utilization of resources

Key Skills Needed

• Bachelor degree in related fields of study
• Minimum of 2 - 3 years’ experience in BPO sector managing offshore clients
• Demonstrated coaching and counseling skills to develop staff and ensure achievement of high-performance targets
• Excellent interpersonal skills to successfully manage employee and client relationships
• Good analytical skills to be able to interpret data
• Good time management and multi-tasking skills
• Excellent computer skills to facilitate preparation of reports and data analysis
• Ability to identify trends and take appropriate corrective action
• Demonstrated knowledge of call center operations
• Up to date knowledge on client’s products and services