Manage high volumes of customer calls, emails, and chats; identify needs, resolve complaints, provide accurate information, maintain interaction records, and follow up on resolutions. Build customer relationships through active listening and clear communication, meet contact-center KPIs, escalate issues according to protocol, and follow service procedures. The role may rotate across communication channels and requires flexible scheduling.
Company Overview
Onsitego is India’s #1 device care company and leading after-sales service provider We offer Extended Warranty, Damage Protection, AMC Plans and On-Demand Repair Services for Home appliances and digital services . We have been in the device protection business since 2010 and have served more than 80 lakh customers across Pan –India. We cover all electronic devices and home appliances. Our plans are widely available across retail stores like Croma, Vijay sales and online marketplaces ..
We are driven by the mission to consistently deliver 'WOW' experiences to customers. Our customer obsession allows us to have the highest Net Promoter Score (NPS) globally in after-sales services. Our hassle-free & reliable services are widely available across electronic stores and online marketplaces. We invite the brightest minds to join us in this journey that helps improve the lives of millions of device users across the country.
Website: www.onsitego.com
Job Purpose: We are looking an experienced Customer Excellence for managing large Volume of incoming calls/emails/Chats.
Responsibilities:
∙ Responsible for managing large volume of calls/emails/chats
∙ Considering business operations,you will be moved to calls/emails.chats for your better exposure and learning.
∙ Identify and assess customers’ needs to achieve satisfaction
∙ Build sustainable relationships and trust with customer accounts through open and interactive communication
∙ Provide accurate, valid and complete information by using the right methods/tools ∙ Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. Keep records of customer interactions, process customer accounts and file documents
∙ Take the extra mile to engage customers
∙ Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed
∙ Understanding and striving to meet or exceed contact center metrics while providing excellent consistent customer service
∙ Escalate well deserved calls to the Escalations team as per the defined standards and protocol
∙ Follow communication procedures, guidelines and policies
∙ Responsible for delivering performance metrics as per the KPI’s.
Desired candidate profile:
∙ Excellent written and verbal communications skills and having relevant experience in blended process-calls/emails and chats.
∙ Excellent customer service skills, including maintaining focus on the customer issues ∙ BPO/KPO Experience is must
∙ Flexible with the working schedule.
Experience: 1+ years
Qualification: Graduate
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