Role Responsibilities
| - Ensure that the process transactions are processed as per Desktop procedures
- Ensure that the assigned targets in accordance with SLA and any internal standard are met
- Initiate and manage Voice / Collectionprocess.
- Provide resolution by catering exceptions and update systems accordingly.
- Opening Account / Closing Account
- Verifying customer details
- Adjusting technical information on the account
- Investigate Debt / Industry / Billing accounts
- Issue relevant system generated letters
- Ensure that the quality of the transactions is in compliance with predefined parameters as defined by Process Excellence Standards.
- Ensure adherence to established attendance schedules
- Ensure adherence to Company Policies and Procedures
- Ensure use of standard verbiage - use of short & effective statements.
- Resolve customer queries / record claim in first call itself
- Take ownership for settling calls dealt with by the agent.
- Ensure that all calls dealt with provide excellent customer satisfaction and experience.
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Primary Internal Interactions | - AM for the purpose of reporting performance, escalation handling, clarifying concerns, and seeking feedback and support.
- Manager for the purpose of settling issues left unresolved by the AM and monthly evaluation of performance
- CCEs (Team Members) for the purpose of seeking cooperation & clarification on process-related matters & providing assistance and support when required.
- SME/ Process Trainer for the purpose of training as and when required.
- QCA and CEA for the purpose of training and audit.
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Minimum Qualification | - Total of fifteen (15) years of education including, at a minimum, (i) a degree from a university or Government-recognized private college degree program of three (3) years or more, or (ii) a diploma of three (3) years or more from a Government registered and nationally recognized educational institution providing diplomas in the hospitality, tourism or travel industry.
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Minimum Experience Domain knowledge | 1 year +Candidate should have BPO voice experience or hospitality, customer service, tourism or travel industry experience Minimum 1 year of experience working with Utilities process |
Technical Skills | Basic Knowledge of computers: - Knowledge of key parts of the computer and rebooting the system.
- Preferably good typing speed and accurate system updation.
- Phone/ Call Master Handling Skills
- Keyboarding Skills (Typing Skill 20 wpm)
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Soft Skills
| Required Skills: - Good Spoken English
- Excellent written and verbal communication skills
Ability to communicate correctly and clearly - Good Problem Solving Skills
Strong troubleshooting skills Ability to approach problems logically - Strong customer service focus
Ability to empathize with the customer Prioritizing customer needs - Ability to communicate correctly (grammatically and contextually correct) and clearly.
- Customer Service Focus - Ability to clearly understand the problem of customer and empathize him/her
- Good problem solving, reasoning, data gathering and analytical skills.
- Should have12 and above as a CEF ratings / scores
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Product Specific Knowledge | - Knowledge about the General Information about British Gas
- Knowledge about SAP, Siebel & ET Databases
- Call Opening and Closing Scripts
- Login Procedures to various applications like - Center Vu, Dialer, SAP, & Siebel
- Knowledge of Processes outlined for
Case Handling Call Escalations Call Forwarding Call Reporting / Data Logging - Phone / Call master Handling Skills
- Keyboarding skills
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Desirable Skills | - Attention to detail
- Adaptable & Flexible
- Active Listening skills. Should show capabilities to drive a discussion
- Self discipline
- Learning and decision making
- Listening, Patience, and Action oriented
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