International Voice Process Executive
- Top B2B Corporate
- 1 - 3 years
- Bengaluru
- 8 months ago
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Job Description
Role & responsibilities
To assist Deloitte employees with financial application issues over the phone, chats and emails in a timely manner so that they can perform their job and be productive for the firm. It might involve either direct resolution of the problem or escalation to another team as the case may be. Our customers have a high expectation that you will be able to resolve their issue on the interactions, but they recognize that there are some issues that can only be resolved by teams outside the Contact Center.
Willingness to work in rotational shifts including Weekends.
Avoiding unscheduled absenteeism , failing which will have a serious impact on the employment.
Use the right tools & knowledge, provide quality of service, and stay current on support changes
Arrive to work on time and on days scheduled as well as adhering to the schedule provided by WFA (Work Force Administration).
Treat customers with courtesy and respect by following our Quality Guidelines
. Follow established process, procedures and member firm polices while maintaining compliance
Stay current on new deployments and system updates .
Report potential call drivers to leadership
Meet provided KPIs FCR, Schedule Adherence, Quality, CSAT
Contribute to Knowledge Database and process improvements
Support Firm Emergency processes
Maximize availability to support inbound contacts
Appropriate handling of contact through following knowledge to transfer/escalate to the correct groups
Follow guidelines for handling Personally Identifiable Information (PII), confidential and sensitive information
Take initiative and own your career
Stay current on the tools used to support our customers
. Qualifications
Minimum of 1 to 4 years of Call Center experience
Any Bachelors degree required
Excellent interpersonal and communication skills, business acumen, the ability to adapt to change and experience in contact center tools.
Excellent people handling skills with expert knowledge of the contact center operations.
Self-motivated, team player, action and results oriented
Excellent organization skills with the ability to multitask. Expert problem solver. Effectively use knowledge
Understanding the contact center industry, client relationship, understanding market trends and have a strategic mindset to grow the business and solve problems.
Ability to perform under pressure
Willingness to work in rotational shifts including night shifts and working on weekend.
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: Voice / BlendedRole: Voice / Blended - OtherEmployement Type: Full timeContact Details:
Company: Top B2B CorporateLocation(s): Bengaluru
Keyskills: Voice Process International Voice Process US Process Blended Process International Process International BPO International Calling UK Process
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Top B2B Corporate
About us: Trigent Software Pvt LTD was founded in the year 1995, we have grown leaps and bounds. A Trusted partner of choice over 2 decades for various organizations across industries. We persistently thrive for perfection, reliability, accountability and trust. We have realized many of our employ...
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