Jr. Executive

Pune, Maharashtra
  1. Full Time
  2. Contact Center
000000224266
Posting date:22 Jun, 2018

Role purpose: Professional investigation, analysis and resolving customer issues (if any). Provisioning order fulfillment, 3rd party detail checking, internal / external email support and escalations, Customer contact & update billing account

 

Key accountabilities (Role Description)

 

 

 

Highlight accountabilities and KPIs for the requisitioned role, which could include(but not limited to)

 

Typical outputs

(Key deliverables & KPIs expected from the role holder)

Impact on Business

(How would the role holder impact/scale of influence Business decisions – strategic/operational)

Interfaces with Customers, Suppliers & Third parties

(Internal andexternal stakeholder interactions expected of this role )

Leadership & Teamwork

(Leadership Direction and accountabilities towards the Team)

Innovation & Change

(Expectations from this role in driving innovation and change)

Others

 

Would be responsible for handling back office queries for the UK Consumer & Enterprise customers.

They would be required to perform back office tasks to mitigate areas of customer dissatisfaction, process failure and advisor failure by conducting a full investigation.

 

The agent will have the following KPI’s that his performance will be gauged on the below:

 

Quality

Productivity / Efficiency

TNPS - Touchpoint Net Promoter Score as measured through customertouchpoint survey

First Time Fix - Percentage of calls resolvedon first call, as measured through customer touchpoint survey

Absenteeism

 

 

Not Applicable

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