iSON Xperiences is a specialist in proactive customer engagement and customer xperience management, partnering with leading brands to optimize their customer xperience, revenue generation and business process management across the enterprise. DUTIES & RESPONSIBILITIES: Build rapport with customers by handling each and every customer chat/email in a courteous; and professional manner, Ensures consistently imparts the correct product and services information during each chat/email. Obtains; imparts; clarifies and verifies information to and/or from customers to ensure delivery of exceptional customer service. Demonstrate appropriate levels of empathy in situations that require these skills; and provides customers with caring individualized attention. Accurately tags each chat/email as per defined tagging list. Ensure that the quality of each chat/email is in compliance with predefined quality parameters. Consistently contributes towards improving customer experience by identify potential areas for process/productivity improvements and highlights the same to the Team Leader. Utilises the relevant tools and resources provided by the Company to respond to customer queries and requests. Ensure strict adherence to established attendance schedules. Provides on the job training support to new team members to facilitate improvement in their levels of performance – through mentor / mentee relationship. Provides the relevant reports on a daily basis – where applicable. Appropriately escalates customer queries to the Team Leader to ensure speedy resolution of the same. Ensures daily performance targets are met. KNOWLEDGE, SKILLS AND ABILITIES: Minimum of a Bachelors Degree or a diploma. Excellent listening skills; uses appropriate probing techniques to facilitate clear understanding of queries and thus provide appropriate and accurate solutions to customer queries. Good typing speed and computer skills, particularly with regard to Microsoft office applications. Good communication skills including a clear voice; and fluency in English and local languages pertaining to the respective location. Ability to work in a team environment. Ability to maintain a calm disposition particularly in stressful work situations. Displays a positive attitude; ability to remain positive and energetic throughout a work day. Updates self on comparative product and services. WORK CONDITIONS: Ability to work any shift in a 24/7 work environment including odd hours; weekends and public holidays. Ability to work extra hours to meet business needs. To reside within reasonable travel distance to the office, as defined by the Company; to facilitate ease of transport arrangements – where applicable. May be required to undergo periodic occupational related medical examination to assess own suitability for continued employment at the Call Center. YEARS OF RELEVANT WORK EXPERIENCE:- Customer service experience, in a call center environment – depends on entry level. 0 -1 expetience. Good level of understanding of the operations process and product knowledge – depends on entry level. BEHAVIOURAL COMPETENCIES: Customer Focus, Demonstrates good knowledge and understanding of products and services; including their benefits; usage and features, Projects self-confidence when dealing with customers, Presents a professional, friendly and caring image to the customer, Consistently seeks to provide high standards of customer service, Team work, Supports colleagues by assisting in customer contacts within area of expertise, Adheres to schedules by being punctual to work at all times, and recognises the impact of nonschedule adherence to team performance., Provides on the job coaching and developmental support to new hires to facilitate quick learning., Communication, Communicates effectively with customers; by adapting an appropriate communication style., Communicates with logic and facts to persuade customers, Performance Focus, Consistent in meeting performance standards despite repetition of tasks, Keeps tracks of own results and achievements against target and takes corrective action where applicable, Proactively seeks assistance in an effort to improve own performance, Managing self, Demonstrates enthusiasm even when dealing with routine work., Takes personal responsibility to develop self by setting own personal objectives and goals., Adaptability, Responds positively to changing work requirements or team changes to ensure effective work performance is maintained, Accepts and adapts to the changing work environment.
