📢 Job Opening: Customer Service Associate - Voice Process
📢 Job Opening: Customer Service Associate - Voice Process
⏰ Time and Venue 🌐
- 📅Date Of Interview:
- 📍Location:
- 📞Contact Number:
Key Responsibilities and Accountabilities:
Functional & Operational Complete the logs specified by the process. Ensure adherence to time schedules. Be available for all briefings and updates. Be aware of and comply with any client / process / product updates.
Share the days performance with the TL and colleagues Refer to central information database to handle queries.
Go through the database regularly to check of any updates.
Address any problems/ grievances with the TL/ TC/ TM that may have a bearing on productivity or efficiency. Maintain high customer satisfaction rating as per the feedback taken by various agencies/ authorities.
Take steps to improve on performance based on coaching General Security Responsibilities Adhering to Information Security Policies and Procedures of Teleperformance Ensuring compliance to Information Security Policies and Procedures Specific Security Responsibilities Understand and Comply with Information Security Policies and Procedures and report all security incidents.
Ensure the audit non-compliances are fixed within the stipulated timelines. Protect information entrusted to you. Follow the information labeling and handling procedures based on the classification level of the asset. Follow the Clear Screen and Clear Desk Policy. Adhere to the Internet Code of Conduct, email usage policy and customer information and data security policy. Comply with the Non-Disclosure Agreement.
TEAM RELATED
Assist other team members who are new to the process. Check for updates with the Team Leader and share the same with team members.
OCCASSIONAL RESPONSIBILITIES
Mentor the team members by floor walking. Provide inputs through forums to improve work procedures that can enhance overall team performance. Prepare reports like daily productivity, leave report, etc. Adherence to norms specified by COPC certification and ISO 27001 specifications (as applicable to the process). Be a part of fun committee to organize events / skip activities for the team.
Main Job Requirements:
Education Graduate in any discipline Undergraduate (10+2) with 06 months of continuous work experience.
Work Experience Minimum 06 months for Under graduates from any Industry
Technical Skills:
Listening Skills :
Comprehension of correct message, understand inferred meaning, understanding of native idioms & colloquizes, listening with/without distractions, recall Accent Comprehension : Understanding different accents
Reading Comprehension : Ability to understand written matter accuracy & inferred meaning
Basic Computer skills : Ability to operate a computer, Basic usage of - parts/instruction
Written English : Word Order, Sentence Construction, Grammar, Syntactical Error
Typing Skill : Accuracy and Speed of typing
Trainable Skills:
System Navigation :
Learn to understand & navigate systems/applications
Paraphrasing :
Ability to rephrase what the customer says
Process Knowledge :
Knowledge of product
Probing Skills : Ability to ask appropriate questions to be able understand and/or resolve problem statement
Phone Usage :
Usage of different phones (based on process/business requirement)
Rapport Building : Ability to communicate comfortably with the customer
Telephone Etiquette : To speak appropriately using knowledge of Call Script,
Process & Soft Skills Usage of systems : Knowledge of various systems required for the process
Competencies and Specific Skills:
Oral Competency :
Range, Accuracy, Fluency, Interaction, Pronunciation.
Attention to Detail :
Ability to be alert & focused Empathy :
To understand where/in which scenario to empathize with the customer
📝 Job Details
- Company:
- Role: Customer Service
- Industry: BPM / BPO
- Department: Customer Success Service & Operations
- Type: Full Time, Permanent
- Salary: Not specified
- Eligibility: Any Graduate Any Postgraduate
- Experience: 0 – 3 Years
- Skills: Voice process, Usage, data security, Customer satisfaction, Information security, ISO 27001, Database, Customer Service Associate, Operations, Auditing
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