Customer Care Executive – Voice

0 - 5 Years
Hyderabad

Job Description

Listening to and understanding the customers requirements through
o Asking the correct questions probing and prompting the customer wherever required
o Capturing accurately sufficient detail to enable the backend team to understand the problem and address it quickly
o Timely and accurate capturing all the information given by the customer in CRM
o Talking fluently in the customers language
Managing the call through
o Creating empathy with the customer and building the customers confidence
o Emphasising key words, handling objections and using product / service benefits to respond to customer queries and objections
o Offering first interaction resolution wherever possible
o Using front end empowerment tools as authorized to correctly address issues
o Raising the correct Service Request wherever immediate resolution is not possible
Handling irate / demanding customers where necessary, in a tactical manner
Escalating the call to the team leader / manager, wherever desirable
Follow-up with customers within a specified time period with regards to the initial phone call.
Staying current with knowledge of products/ processes & services offered
Ensure full adherence to all the quality parameters.
In the absence of Shift in-charge, attend walk in customers

Salary: INR 50,000 - 3,00,000 PA.

Industry:Telecom/ ISP

Functional Area:ITES, BPO, KPO, LPO, Customer Service, Operations

Role Category:Voice

Role:Associate/Senior Associate -(NonTechnical)

Keyskills

Desired Candidate Profile

Please refer to the Job description above

Company Profile

Atria Convergence Technologies Pvt Ltd

ACT (Atria Convergence Technologies Ltd.) was born out of a vision to become the most admired in-the-home entertainment, education and interactive services company that creates radical social transformation, and delights and empowers customers.

Today, we are closer than ever to realising it. Based in Bangalore, we serve a number of cities and towns in Karnataka, Andhra Pradesh, Telangana, Tamil Nadu and Delhi. We are one of the country's most renowned cable and broadband company, bringing state-of the art services to nearly 2 million happy homes:

Fibernet (Internet over Fiber Optics)
Digital TV
HDTV
View Contact Details+

Recruiter Name:Cyril

Contact Company:Atria Convergence Technologies Pvt Ltd