• Answers incoming customer calls with a friendly and positive manner and provides
outstanding service to the customer throughout the duration of the call.
• Responds to incoming calls from the customers to solve queries and provide alternative
options, also change any account information upon customer’s request.
• Ensure resolutions are provided keeping in mind call control and call duration as prescribed
by the client SLA.
• Ensures all information provided is post verification and authentication as per the Data
• Updates the client software with customer information, queries and Service requests.
• Provides new thoughts and ideas for process improvements
• Works in conjunction with process requirements and metrics (SLA)
• Forwards customer feedback (VOC) to the supervisors for concerns / suggestions raised by
KNOWLEDGE AND SKILLS
• Excellent communication skills
• Polite and customer service oriented
• Able to comprehend customer queries and provide the relevant resolve
• Exhibits patience and empathy to resolve customer queries
• Typing Skills: 15 wpm with 85 % accuracy