1. what do you mean by the customer care?
2. How can you attrective of customer as a customer care
executive?
3. What do you mean by the self motivation?
4. Where will you want to see yourself after five years?
- 17 Answers
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- BPO, e Serve, NIMC, Sutherland, Vcustomer, I also Faced
- E-Mail Answers
Answer Posted / raju dey
Excellent interpersonal and communication skills required
as the job involves extensive interaction and feedback with
various levels from
associate to the higher management
Excellent Process/ Product Knowledge
Ability to provide constructive feedback
Must have a bend towards learning new things
Training, Coaching & Mentoring skills
Leadership & Team Management skills
PC proficiency in Microsoft Office-Word, Excel, PowerPoint
Excellent Analytical skills to support and develop metrics
based MIS for Quality
High initiative and energy level with good influencing and
collaboration skills.
Job Responsibilities :
Responsible for auditing claims for mentored batches
Responsible for preparing and providing feedback to Agents
To ensure that associates perform efficiently and
effectively within their assigned areas, with pre -
determined performance standards
Communication to heighten awareness and focusing on
importance of improving the overall customer experience
Making recommendations and driving improvement
Supporting the Company's pursuit of high quality service to
internal and external customers and enhancing the overall
customer experience
Ensuring that internal policies, procedures, and compliance
regulations are being followed
Identifying operational / training issues and helping team
in fixing these gaps
Identifying improvement opportunities, developing and
driving appropriate actions plans
************************************
*Planning, monitoring & coaching to maximize the Customer
Experience & FTF.
*Smooth Transition and Ramp-up of the team.
*To be responsible to meet and exceed all agreed SLAs and
performance parameters.
*Continuous improvement in Team Performance
*To provide support to the team by acting as the first line
of escalation of customer related queries to accomplish the
goal of providing exceptional customer experience.
*To develop strong inter-personal relationships with the
team to cohesively bond them together with the company and
integrate them with the vision and core values.
*To embody the spirit of excellence through team building,
able leadership, team meetings, team outings and sound
people-management skills. He/she should be a role model.
*To be directly responsible towards fostering the
development of team by motivating them and ensuring career
advancement and a long-lasting and fruitful relationship
with the company through feedback and counseling.
*To provide hands-on assistance, share information
proactively and troubleshoot for team in case of problems,
both, through direct intervention and mentoring.
*To ensure quality reporting and work with Operations
Manager to build a highly effective measurement and reward
systems.
*To assist in scheduling and time management.
*One on One meeting with team members & track closure of
issues raised.
*Ensure Participation in R&R's & Initiatives launched
*Manage & Control Attrition
*Sharing performance of the team and process while
maintaining integrity of Data & Reports
| Is This Answer Correct ? | 2 Yes | 4 No |
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