Customer Service Representative

HCL is hiring for Semi voice process & Quality check for order Management Process

Work Location: Navallur

Shift: US Shift

Exp Range: 1 Year to 6 Years

Walkin Details: 17th June 2024

Walkin Timing : 10 Am to 2 PM

HR Spoc : Harish K

Walkin Location : ETA- Techno Park”, Special Economic Zone 33, Thiruporur Panchayat Union, Chengalpet Taluk, Rajiv Gandhi Salai, Navallur, Tamil Nadu 603103

The ideal candidate loves talking to people and proactively solving issues. You will be responsible for converting customers into passionate evangelists

Responsibilities

• Communicate with customers via phone, email and chat
• Provide knowledgeable answers to questions about product, pricing and availability
• Work with internal departments to meet customer's needs
• Data entry in various platforms

Qualifications

• At least 1 - 6 years' of relevant work experience
• Excellent phone etiquette and excellent verbal, written, and interpersonal skills
• Ability to multi-task, organize, and prioritize work

Voice/Non-Voice based non technical process

• Helping the agents on floor, Taking care of all floor activities and allocation

• Support operations when required

• Training the new hires on process and refresher training as well

• Handling supervisor calls/chat when required

• Queue Monitoring (Meeting SLA and TAT)

• Checking the team attendance (Meet the Productivity target)

• Meet the internal Quality scores and maintaining the utilization adherence

• Floor Support (Support agents in clearing the process doubts and system issue)

• Conducting the team huddles and share the process updates received from client

• On time responses for email and maintaining/delivering the reports on daily basis

• Coaching the bottom performers in terms of quality and productivity

• Participation in Internal calibration

• Leading the team in the absence of Team Leader

Reports to TL

Need to have 18 months experience in preferably in Ecomm, Retail, order management service sector

12 + 3 years of education (Any Graduate)