Position summary
The Customer Care Executive is primarily responsible for ensuring delivery of exceptional customer service to customers as per the respective client’s SLA.
Key Performance Indicators
Inbound-Call Center
- Attendance
- Login hours
- Internal Quality score
- Product Knowledge Test score
- Tagging accuracy and percentage
Outbound-Retention
- Attendance
- Login hours
- Internal Quality score
- Product Knowledge Test score
- Tagging accuracy and percentage
- Attendance
- Login hours
- Internal Quality score
- Product Knowledge Test score
- Connect percentage for close looping or
- Sales Revenue generated
- Retaining Customers
Targets for the above KPIs will be as communicated by the business from time to time. These targets may vary in line with client SLAs.
Duties and responsibilities
- Builds rapport with customers by handling each and every customer call in a courteous; and professional manner,
- Ensures consistently imparts the correct product and services information during each call.
- Obtains; imparts; clarifies and verifies information to and/or from customers to ensure delivery of exceptional customer service
- Demonstrates appropriate levels of empathy; and provides customers with caring individualized attention.
- Accurately tags each call as per defined tagging list/CRM tagging list.
- Ensures that the quality of each call is in compliance with predefined quality parameters.
- Ensures strict adherence to established attendance schedules and daily performance targets are met.
- Provides on the job training support to new team members to facilitate improvement in their levels of performance – through mentor / mentee relationship.
- Appropriately escalates customer queries to the Team Leader to ensure speedy resolution of the same.
Knowledge skills and experience
- Bachelors of degree; with preference to Information Technology discipline.
- Experience in telesales and collection required for Retention sub-process
- Experience in troubleshooting routers and/or work experience at an Internet Service provider is a pre-requisite for Inbound process
- Ability to adopt to a systematic approach by identifying and solving customers’ issue
- 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 medical examination to assess own suitability for continued employment at the Call Center
Disclaimer
This job description gives a general guideline, and therefore does not include an exhaustive list of all duties and responsibilities undertaken by jobholders of this position.
Behavioral 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 non-schedule 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.
Analytical
- Identifies patterns on customer issues/queries; and suggests solutions to the Team Leader
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
Integrity
- Demonstrates high levels of integrity.
How To Apply
Interested and qualified candidates should forward their CV to: recruitmentke@isonxperiences.com using the position as subject of email.