- Attending to calls/ chats from the users
- Closure of 80% tickets with SLA
Key skills required
- Good typing speed accuracy: Ability to comprehend what the user is sayingIssue handlingReplying to the user using the internal tools SOPSAbility to decide which issue to escalate which to resolve on first contact
- Good communication skills: Good speaking writing skills both in Hindi English
- Note: Tools to be handled: Sherlock, Freshdesk, Ozonetel, Guru
Key requirements for the role
- Minimum 2 years of experience in the CX domain/ ops
- Ownership driven mindset, drive to resolve issue on first contact itself rather than flip
- Team Player, intent to fill in for a peer agent in case of an emergency/ critical situation
- Approaches CX from a customer oriented mindset
