Primary Responsibility
This role is primarily involves dealing with end customers / Engineers via Web-chat / Voice calls, to resolve queries related to the Smart metering and faults.
Performance Parameters
One plus chat concurrency / Average Handle Time
Quality Assurance (Finished Product Quality ) Measurement of the customer service representative's soft skills
Authentication - Measurement of the customer service representative's soft skills
Negotiation skill- finding out the problem and if required to make a decision on waiving off /negotiating some bill amount.
Inquiry Review - Measurement of the customer representative's conformance to inquiry review requirements
Attendance - dependability
Schedule Adherence - punctuality
First call resolution
Customer Experience - Measurement of the customer service representative's soft skills
Role Responsibilities
Ensure that the process transactions are processed as per Desktop procedures
Ensure that the assigned targets in accordance with SLA and any internal standard are met
Initiate and manage Voice / Smart Meteringprocess.
Provide resolution by catering exceptions and update systems accordingly.
Opening Account / Closing Account
Verifying customer details
Adjusting technical information on the account
Investigate Metering / Industry / Billing accounts
Issue relevant system generated letters
Ensure that the quality of the transactions is in compliance with predefined parameters as defined by Process Excellence Standards.
Ensure adherence to established attendance schedules
Ensure adherence to Company Policies and Procedures
Ensure use of standard verbiage - use of short & effective statements.
Resolve customer queries / record claim in first call itself
Take ownership for settling calls dealt with by the agent.
Ensure that all calls dealt with provide excellent customer satisfaction and experience.
Primary Internal Interactions
AM for the purpose of reporting performance, escalation handling, clarifying concerns, and seeking feedback and support.
Manager for the purpose of settling issues left unresolved by the AM and monthly evaluation of performance
CCEs (Team Members) for the purpose of seeking cooperation & clarification on process-related matters & providing assistance and support when required.
SME/ Process Trainer for the purpose of training as and when required.
QCA and CEA for the purpose of training and audit.
Minimum Qualification
Total of fifteen (15) years of education including, at a minimum, (i) a degree from a university or Government-recognized private college degree program of three (3) years or more, or (ii) a diploma of three (3) years or more from a Government registered and nationally recognized educational institution providing diplomas in the hospitality, tourism or travel industry.
Minimum Experience
Domain knowledge
Minimum 1 year of Webchat and Voice experience is must. Candidates with voice background & prior, web chat / Voice experience in preferable UK utilities domain will be preferred, or experience of Webchat/e-mailing process with more than 1 concurrency, flexi shift and weekend working is most desirable
Technical Skills
Basic Knowledge of computers:
Knowledge of key parts of the computer and rebooting the system.
Preferably good typing speed and accurate system updation.
Phone/ Call Master Handling Skills
Typing speed must be between 30-35 wpm with 95% accuracy
Soft Skills
Required Skills:
Good Spoken English
Excellent written and verbal communication skills
Ability to communicate correctly and clearly
Good Problem Solving Skills
Strong troubleshooting skills
Ability to approach problems logically
Strong customer service focus
Ability to empathize with the customer
Prioritizing customer needs
Ability to communicate correctly (grammatically and contextually correct) and clearly.
Customer Service Focus - Ability to clearly understand the problem of customer and empathize him/her
Good problem solving, reasoning, data gathering and analytical skills.
Should have12 and above as a CEF ratings / scores
Product Specific Knowledge
Knowledge about the General Information about UK Utilities
Call Opening and Closing Scripts
Login Procedures to various applications like - Center Vu, Dialer, SAP, & Siebel
Knowledge of Processes outlined for
Case Handling
Call Escalations
Call Forwarding
Call Reporting / Data Logging
Phone / Call master Handling Skills
Keyboarding skills
Desirable Skills
Attention to detail
Adaptable & Flexible
Active Listening skills. Should show capabilities to drive a discussion
Self discipline
Learning and decision making
Listening, Patience, and Action oriented
Full time