Customer Contact Comms Associate

Skill required: Email - Customer Service Management




Designation: Customer Contact Comms Associate




Qualifications:Any Graduation




Years of Experience:1 to 3 years




What would you do?
You will be aligned with our Customer Support vertical and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. You will also be responsible for closing the fault and complaints within SLA s.Candidate who is good in email and chat process, who is good in typing is what is preferred hereThe Customer Service Management team focuses on managing the organization s interaction with current and potential customers. The team is responsible for handling customer queries, enhancing customer satisfaction, ensuring customer retention and ultimately driving sales growth. The team is also responsible for improving business relationships with customers.




What are we looking for?

Responsible for the end to end delivery of all provisioning orders and MACDs for KCOM to ensure customers are updated proactively throughout the provisioning lifecycleAccurate records will be maintained to ensure MACD change requests can be completed in a timely manner, thus ensuring maintenance of a green order book and quality of service

May work on multiple orders at once

Supports both Consumer & Business accounts across the business

Supports customers with contracts for multiple solutions across multiple 3rd party suppliers

May represent the team and actively help in the preparation of documents to support tenders for contracts

Clean order validation of customer requirements to ensure smooth provisioning

Allocated work by the Inbox Manager and then plans and manages own workload in line with team performance targets and customer satisfaction

Liaises with various other departments including pre sales, product management, customer services and sales teams to ensure accurate data capture and provisioning

Raises all orders and MACD requests onto the various CRM systems to ensure order completion is in line with SLA and accurate billing

Proactively keeps the customer updated at all key stages of the order cycles

May attend and actively contributes to customer service reviews to build and strengthen relationships

Adhere to all documented processes & procedures

Manage ad hoc projects and undertake additional tasks and responsibilities to ensure timely service delivery



Roles and Responsibilities:

In this role you are required to solve routine problems, largely through precedent and referral to general guidelines

Your expected interactions are within your own team and direct supervisor

You will be provided detailed to moderate level of instruction on daily work tasks and detailed instruction on new assignments

The decisions that you make would impact your own work

You will be an individual contributor as a part of a team, with a predetermined, focused scope of work

Please note that this role may require you to work in rotational shifts




Qualifications
Any Graduation