Senior Executive

Pune, Maharashtra
  1. Full Time
  2. Contact Center
000000241154
Posting date:04 Dec, 2018
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Complex Tech NZ Pune

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 and external 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 NZ Consumer & Enterprise customers.

They would be required to perform back office tasks to mitigate areasof customer dissatisfaction, process failure and advisor failure by conductinga 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 customer touchpoint survey

First TimeFix - Percentage of calls resolved on first call, as measured through customer touchpoint survey

Absenteeism

 

 

 

NA

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