Sr. Customer Service Executive (Sr. CSE)

Sr. Customer Service Executive (Sr. CSE)
Careermarshal.com - India

Function / Department: Operations – Voice Designation: Sr. Customer Service Executive (Sr. CSE) Grade / Level in Org Structure: E1 / E2, Level 1 Salary Upto 30K Primary purpose of the position: Customer Service- To ensure customer satisfaction by effectively and efficiently responding to customer queries and maintaining quality of output and accuracy of information. Essential duties / responsibilities of the position:  Routine Tasks:  • Adhere to the Service Level Agreement (SLAs) specified by the Client / Process for quality, productivity and schedule adherence. • Complete the logs specified by the process • To be aware of and comply with any client / process / product updates. • Assist other team members who are new to the process. • Address any problems/ grievances with the TL/ TC/ TM that may have a bearing on productivity or efficiency. • Take steps to improve on performance based on coaching. • Adhere to HR policies (dress code, leave policy) etc. Occasional / Other duties of the position:  Other tasks:  • Adherence to norms specified by COPC certification and BS7799 specifications • Assist the TL in his activities or any help that he may require. • Participate in Open Forums with the TL/ TM/Operations Manager and bring to light problems faced by the team • Provide inputs to improve work procedures that can enhance overall team performance EDUCATION:  • Graduate from a recognized Institute or University in any discipline. OR • Undergraduate (10+2). MINIMUM YEARS OF EXPERIENCE: 12 Months NATURE OF EXPERIENCE: (IN SPECIFIC SECTOR / POSIITON / ROLE)  Work experience in the relevant industry preferred KNOWLEDGE:  • Convincing skills required SKILLS:  Computer Skills:  • Familiar with Windows Operating Systems, MS Office • Typing Speed with 25wpm & 85% accuracy Quality & Improvement Focus  Core competencies required for the position: (Behavioral as per IGS competency framework & Technical)  Critical Important  Customer Focus: Concerned to provide a prompt and efficient service to customers; goes out of the way to ensure that individual customer needs are met. Team Work: Interacts with colleagues in an effective manner. Respects others and works well within the team Resilience: Maintains effective work behaviour in the face of pressure and setbacks. Successfully adapts to changing demands and conditions Self Driven: Is self-motivated and committed to work hard towards goals. Is proactive in seizing business opportunities Analytical Bent: Makes systematic and rational judgments based on information and relevant assumptions Learnability: Understands technical and professional aspects of work and updates knowledge continuously Communication: Speaks clearly and fluently and writes in a clear and concise manner. Uses appropriate style and language for communication