- Graduate/ Under Graduates from any stream
- Desired experience in E- Commerce industry or Domestic ‘Premium Segment’ Call Center
Technical Competencies: (Job related)
- Typing speed and Accuracy: 25 WPM with >=90% accuracy
- Versant Test (Separate test for both Spoken & Written English test). The cut off score should be in-line with prescribed target
Soft Skills: (Job related)
- Excellent Verbal communication in English and Hindi
- Good Listening skills and Attention to details
- Logical and reasoning abilities to take right decisions to solve customer problems.
- Result oriented who can drive towards stringent targets.
- Basic knowledge of Customer Service.
- Ready to work in rotational shifts.
Primary responsibility is to answer inbound and outbound calls, manage customer expectations and provide quick & accurate resolution within the specified TAT.
- Provide First Time Resolution to customers on calls
- Maintain notes on relevant systems for tracking purposes as per SOP
- Maintain high level of compliance to the standard operating procedure (SOP)) defined by the line of business.
- Maintain accurate and updated knowledge of Process procedures and systems.
- Ability to use logical reasoning and adjust quickly in short timeframe with enough supervision
- Ability to build rapport with customers on the call
- Should be a quick learner. Display patience and problem solving skills
- Facilitate process improvement by escalating relevant issues to the right department
- Be a brand ambassador for the project
- Create a WOW exp. for the customer (C-Sat) and Customer Experience
- Provide quick an effective resolution to the customer's queries in conformance to the Quality Monitoring system
- Should be comfortable in using the e-commerce mobile apps and website and should have basic awareness about the ecommerce industry
- Should be ready to work in flexible shifts – Rotating throughout Day/Night and 6 days working
- Adherence to company policies, rules and regulations
- To follow quality processes thoroughly using checklist standards
- Responsible for complying with all QMS and ISMS Policies and procedures
- Residing within the radius of 20 KM (Depending on the location) From Weikfield Viman Nagar
It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.
Pune Recruitment Center
IGT Solutions, Mantri Business Park, WING A, Ground Floor, Nagar Road Pune – 411014, Near In-Orbit Mall, Bus Stand-Pachwa Mail