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Executive / Sr. Executive - voice process
Fresher
Mumbai
Not Specified
Locomotor Disability
Not Specified
Not Specified
Not Specified
Job Description
Job Summary / Overview:
Manage calls from customers regarding orders, inquiries, complaints, trouble shoot
customer service problems and provide general information. Adhere to the Service
Level Agreement (SLAs) specified by the Client / Process for AHT, Quality,
Productivity, Schedule Adherence, Attendance & Sales (if required in the process)
FUNCTIONAL/ OPERATIONAL:
Complete the logs specified by the process.
Ensure adherence to time schedules.
Be available for all briefings and updates.
Be aware of and comply with any client / process / product updates.
Share the day's performance with the TL and colleagues
Refer to central information database to handle queries.
Go through the database regularly to check of any updates.
Address any problems/ grievances with the TL/ TC/ TM that may have a
bearing on productivity or efficiency.
Maintain high customer satisfaction rating as per the feedback taken by
various agencies/ authorities.
Take steps to improve on performance based on coaching.
General Security Responsibilities:
Adhering to Information Security Policies and Procedures of Teleperformance
Ensuring compliance to Information Security Policies and Procedures
Specific Security Responsibilities:
Understand and Comply with Information Security Policies and Procedures
and report all security incidents.
Ensure the audit non-compliances are fixed within the stipulated timelines.
Protect information entrusted to you.
Follow the information labeling and handling procedures based on the
classification level of the asset.
Follow the Clear Screen and Clear Desk Policy.
Adhere to the Internet Code of Conduct, email usage policy and customer
information and data security policy.
Comply with the Non-Disclosure Agreement.
Job Title: Executive / Sr. Executive
Department Project/Client: Voice Process Contract: On Rolls
Grade: I (Voice)
CTC: Rs. 156000
Location:
Mumbai (Thane)
TEAM RELATED:
Assist other team members who are new to the process.
Check for updates with the Team Leader and share the same with team members.
OCCASSIONAL RESPONSIBILITIES:
Mentor the team members by floor walking.
Provide inputs through forums to improve work procedures that can enhance
overall team performance.
Prepare reports like daily productivity, leave report, etc.
Adherence to norms specified by COPC certification and ISO 27001
specifications (as applicable to the process).
Be a part of fun committee to organize events / skip activities for the team.