EXL Hiring Chat Customer Service Executive in Noida | Work From Office

Job Description

This role mainly involves handling end customers over chat and answering queries related to their contracts. Some outbound calling may be required depending on the complexity of the case.

Key areas of performance include:

• Average handle time
• Quality assurance, measuring the representative's skills
• Authentication, measuring soft skills
• Attendance and dependability
• Schedule adherence and punctuality
• First chat resolution
• Customer experience (NPS), measuring the representative's skills
• Customer retention, sales/upselling and complaint closure ability

Day-to-day responsibilities include:

• Making sure process transactions are handled as per desktop procedures
• Meeting assigned targets in line with SLA and internal standards
• Managing customer chats for service-related queries
• Resolving exceptions and updating systems accordingly
• Verifying customer details and providing relevant system-generated information
• Keeping transaction quality within the parameters set by Process Excellence Standards
• Following attendance schedules, company policies and procedures
• Using standard verbiage with short, effective statements
• Resolving customer queries on first contact
• Handling 3 concurrent chats, with rotational shifts and week offs

Experience in sales/upselling and customer retention is a plus.