Customer Support -Voice Process

Job Description

Job Title:

Information Retrieval Officer

We are currently seeking individuals for the role of Information Retrieval Officer (IRO), a position critical to our operations. As an IRO, you will be responsible for attending calls and delivering accurate information as per the caller s request. This role requires a meticulous approach to maintaining call duration within the standard Average Time Taken (ATT), ensuring customer satisfaction, and upholding compliance with departmental policies.

What we are looking for

Excellent Communication Skills in English and Hindi

Pursuing degree, graduate or postgraduate

Personable, attentive, and active listener

Good interpersonal skills and communication skills in English

Confident, assertive approach and resiliency

Customer centric approach to go extra mile to keep up the user experience

Pleasant voice with pleasing telephonic etiquettes

Ability to work efficiently under pressure.

Pleasant voice with telephone etiquette that creates a positive interaction.

Working knowledge of computers, coupled with the ability to comprehend and follow instructions.

Adept at typing with accuracy and speed.

Roles & Responsibilities:

• Handling the Callers diligently and providing the required information promptly over the phone.
• Listen to the callers concerns, Issues, and queries (if any) respond & direct them appropriately.
• Refer escalations & questions to respective team, if required for prompt closure.
• Maintain a positive attitude and calmly respond to the callers.
• Understand the process, execute, and maintain SLA in Certain Metrics.