Executive / Sr. Executive - voice process

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.