Customer Relationship Executive - Inbound Voice Process

Functional /Business Responsibilities:

• Comprehend and resolve the Customers concerns/ requirements by gathering/recording an appropriate level of information to determine the nature of the query/request and action required. Processing each call / mail / chat in accordance with IL standards. Documenting / Recording transactions and the necessary follow-up requests with other functions by completing forms and record logs
• Provide/take relevant information and update the system/s accordingly. Where the query cannot be successfully concluded at the first point of contact, provide the relevant functional area with a clear and concise written/verbal summary of the situation and its priority. Provide the Customer with a clear explanation of the action taken
• Ensure complete participation and contribution in organization/process level initiatives that may be implemented from time to time to improve efficiency
• Ability to understand and handle irate customers
• Smoothly operating telephone equipment, automatic dialing systems, and other telecommunications technologies and all applications
• Ability to achieve stretched targets and able to manage the organization standards
• Maintain Superior quality service by following organization standards