Overview
Executive-Back-End/ Non Voice / Customer Service -Webchat Jobs in Noida, Uttar Pradesh, India at EXL
Title: Executive-Back-End/ Non Voice / Customer Service -Webchat
Company: EXL
Location: Noida, Uttar Pradesh, India
- Role primarily involves dealing with end customers via chat, responsibilities include answering customer queries related to their contracts. Some bit of outbound calling is also required depending on the complexity
- Average Handle Time
- Quality Assurance (Finished Product Quality) Measurement of the customer service representative’s skills
- Authentication – Measurement of the customer service representative’s soft skills
- Attendance – dependability
- Schedule Adherence – punctuality
- First chat resolution
- Customer Experience (NPS) – Measurement of the customer service representative’s skills
- Ensure that the process transactions are processed as per Desktop procedures
- Ensure that the assigned targets in accordance with SLA and any internal standard are met
- Manage customers chats for any queries related to Services
- Provide resolution by catering exceptions and update systems accordingly.
- Verifying customer details
- Provide relevant system generated information
- Ensure that the quality of the transactions is in compliance with predefined parameters as defined by Process Excellence Standards.
- Ensure adherence to established attendance schedules
- Ensure adherence to Company Policies and Procedures
- Ensure use of standard verbiage – use of short & effective statements.
- Resolve customer queries in first contact itself
