Customer Care Executive
iSON Xperiences is a
specialist in proactive customer engagement and customer experience management,
partnering with leading brands to optimize their customer experience, revenue
generation, and business process management across the enterprise.
Position summary
The Customer Care Executive is primarily responsible for ensuring the delivery of exceptional customer service to customers as per the respective client’s SLA.
Key Performance
Indicators
Inbound-Call Center
- Attendance
- Login hours
- Internal Quality score
- Product Knowledge Test score
- Tagging accuracy and percentage
Outbound-Retention
- Attendance
- Login hours
- Internal Quality score
- Product Knowledge Test score
- Tagging accuracy and percentage
- Attendance
- Login hours
- Internal Quality score
- Product Knowledge Test score
- Connect percentage for close looping or
- Sales Revenue generated
- Retaining Customers
Targets for the above
KPIs will be as communicated by the business from time to time. These targets
may vary in line with client SLAs.
Duties and
responsibilities
- Builds rapport with customers by handling each and
every customer call in a courteous; and professional manner,
- Ensures consistently imparts the correct product
and services information during each call.
- Obtains; imparts; clarifies and verifies
information to and/or from customers to ensure delivery of exceptional
customer service
- Demonstrates appropriate levels of empathy, and
provides customers with caring individualized attention.
- Accurately tags each call as per the defined
tagging list/CRM tagging list.
- Ensures that the quality of each call is in
compliance with predefined quality parameters.
- Ensures strict adherence to established attendance
schedules and daily performance targets are met.
- Provides on-the-job training support to new team
members to facilitate improvement in their levels of performance – through
mentor/mentee relationships.
- Appropriately escalates customer queries to the
Team Leader to ensure speedy resolution of the same.
Knowledge Skills and experience
- Bachelors of degree; with preference to
Information Technology discipline.
- Experience in telesales and collection required
for Retention sub-process
- Experience in troubleshooting routers and/or work
experience at an Internet Service provider is a pre-requisite for the
Inbound process
- Ability to adopt to a systematic approach by
identifying and solving customers’ issue
- 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 – where applicable
- May be required to undergo a periodic medical
examination to assess own suitability for continued employment at the Call
Center
Disclaimer
This job description
gives a general guideline and therefore does not include an exhaustive list of
all duties and responsibilities undertaken by jobholders of this position.
Behavioral
Competencies
Customer Focus
- Demonstrates good knowledge and understanding of
products and services; including their benefits; usage and features
- Projects self-confidence when dealing with
customers
- Presents a professional, friendly and caring image
to the customer
- Consistently seeks to provide high standards of
customer service
Team work
- Supports colleagues by assisting in customer
contacts within area of expertise
- Adheres to schedules by being punctual to work at
all times, and recognises the impact of non-schedule adherence to team
performance.
- Provides on the job coaching and developmental
support to new hires to facilitate quick learning.
Communication
- Communicates effectively with customers; by
adapting an appropriate communication style.
- Communicates with logic and facts to persuade
customers
Performance Focus
- Consistent in meeting performance standards
despite repetition of tasks
- Keeps tracks of own results and achievements
against target and takes corrective action where applicable
- Proactively seeks assistance in an effort to
improve own performance
Managing self
- Demonstrates enthusiasm even when dealing with
routine work.
- Takes personal responsibility to develop self by
setting own personal objectives and goals.
Analytical
- Identifies patterns on customer issues/queries;
and suggests solutions to the Team Leader
Adaptability
- Responds positively to changing work requirements
or team changes to ensure effective work performance is maintained
- Accepts and adapts to the changing work
environment
Integrity
- Demonstrates high levels of
integrity.
How
To Apply
Interested and qualified
candidates should forward their CV to: recruitmentke@isonxperiences.com using the position
as subject of email.