[Hiring] Executive-Back-End/ Non Voice / Customer Service -Webchat @EXL Talent Acquisition Team

Role Description

This role primarily involves dealing with end customers via chat, with responsibilities including:

• Answering customer queries related to their contracts
• Some outbound calling depending on the complexity
• Managing customer chats for any queries related to services
• Providing resolution by catering exceptions and updating systems accordingly
• Verifying customer details
• Providing relevant system-generated information
• Ensuring that process transactions are processed as per Desktop procedures
• Ensuring that assigned targets in accordance with SLA and any internal standards are met
• Ensuring that the quality of transactions is in compliance with predefined parameters as defined by Process Excellence Standards
• Ensuring adherence to established attendance schedules
• Ensuring adherence to Company Policies and Procedures
• Ensuring use of standard verbiage – use of short & effective statements
• Resolving customer queries in first contact itself

Requirements

• Average Handle Time
• Quality Assurance (Finished Product Quality) Measurement of the customer service representative’s skills
• Authentication - Measurement of the customer service representative’s soft skills
• Attendance - dependability
• Schedule Adherence - punctuality
• First chat resolution
• Customer Experience (NPS) - Measurement of the customer service representative’s skills

Company Description