Position Summary
The
Customer Care Executive is primarily responsible for ensuring delivery of
exceptional customer service to customers as per the respective client’s SLA.
The primary focus of a Customer Care Executive is to assist; retain; acquire
and/or recover customers.
Duties And Responsibilities
- Build rapport with customers by handling
each and every customer call in a courteous; and professional manner
- Ensures consistently imparts the correct
product an each call.
- Obtains; imparts; clarifies and verifies
information to and/or from customers to ensure delivery of exceptional
customer service
- Demonstrate appropriate levels of empathy
in situations that require these skills;and provides customers with caring
individualized attention.
- Accurately tags each call as per defined
tagging list/CRM tagging list.
- Ensure that the quality of each call is
in compliance with predefined quality parameters.
- Consistently contributes towards
improving customer experience by identifying potential areas for
process/productivity improvements and highlights the same to the Team Lead
- Utilize the relevant tools and resources
provided by the Company to respond to customer queries and requests.
- Ensure strict adherence to established
attendance schedules.
- Provides on the job training support to
new team members to facilitate improvement in their levels of performance
– through mentor / mentee relationship.
- Provides the relevant reports on a daily
basis – where applicable.
- Appropriately escalates customer queries
to the Team Lead to ensure speedy resolution of the same.
- Ensures daily performance targets are met
Knowledge, Skills And Abilities
- Minimum of a Degree
- Excellent listening skills; uses
appropriate probing techniques to facilitate clear understanding of
queries and thus provide appropriate and accurate solutions to customer
queries.
- Good typing speed and computer skills,
particularly with regard to Microsoft office applications
- Good communication skills including a
clear voice; and fluency in English and local languages pertaining to the
respective location
- Ability to work in a team environment
- Ability to maintain a calm disposition
particularly in stressful work situations.
- Displays a positive attitude; ability to
remain positive and energetic throughout a work day.
- Updates self on comparative product and
services
Work Conditions
- Ability to work any shift in a 24/7 work
environment including odd hours; weekends and public holidays
- Ability to work extra hours to meet
business needs
- To reside within reasonable travel
distance to the office, as defined by the Company; to facilitate ease of
transport arrangements, Preferably within 10 KM radius of Waiyaki Way
- May be required to undergo periodic
occupational related medical examination to assess own suitability for
continued employment at the Call Center
How To Apply
Interested
and qualified candidates should forward their CV to: recruitmentke@isonxperiences.com
using the position as subject of
email.