Business Care Advisor
Key accountabilities and decision ownership: Provide prompt and efficient technical support and service to customers; goes out of the way to ensure that individual customer needs are met.
Skills
About This Role
Key accountabilities
- and decision ownership:
- Provide prompt and efficient technical support and service to customers; goes out of the way to ensure that individual customer needs are met.
- Own and manage the customer relationship: resolving technical queries efficiently and effectively. Handle customer care tasks as per defined productivity and Quality targets. Ensure service level agreements are met and maintained.
- Deliver awesome customer experience through meeting targets of TNPS (Touchpoint net promoter score) and receiving Compliments and appreciation from customers and colleagues.
- Own the interaction and ensure customer has got all information and solution required and use the job tools (telephone and computer) effectively.
- Handle all assigned tasks. Be responsible, adhere to work, break, and other schedules you are rostered in and be a team player.
- Maintains effective work behaviour in the face of pressure and setbacks. Successfully adapts to changing demands and conditions.
- Makes systematic and rational judgments based on information and relevant assumptions. Perform any additional project, task or activities assigned/delegated by the Line Manager.
Education
- High School/ Diploma or equivalent
- Computer literacy, Windows Operating Systems, and internet applications
Knowledge & Experience
- 2-3 years of relevant and proven experience in handling complex technical contacts in telecommunication sector. (Call centre experience is preferable and experience in a service-related industry is an added advantage).
- Knowledge of fixed infrastructure and networking and flexible to work in varied shifts within a 24x7 environment.
- Knowledge in telecoms and telephony systems and in managing customer interactions and providing effective solutions.
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