EXL Hiring Customer Service Associate in Pune | Work From Office

Role Overview

This role mainly involves handling end customers via chat (3CC) and answering customer queries related to their contracts. Some outbound calling may be needed depending on how complex a case is.

Performance Measures

• Average Handle Time
• Quality Assurance (finished product quality), 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

Responsibilities

• Process transactions as per desktop procedures.
• Meet assigned targets in line with SLA and internal standards.
• Manage customer chats for service-related queries.
• Resolve exceptions and update systems accordingly.
• Verify customer details.
• Provide relevant system-generated information.
• Keep transaction quality in line with Process Excellence Standards.
• Follow established attendance schedules and company policies and procedures.
• Use standard verbiage with short, effective statements.
• Resolve customer queries on first contact.