Executive - Helpdesk

Role & responsibilities

1. Answer incoming calls and respond to customer's emails with follow up customer calls where necessary.

2. To execute all outbound sales calls as per the process and ensure build relation ship with customers.

3. Prepare and share MIS wherever needed.

4. Ensure all customer complaints are responded with complaint ticket number

5. Ensure all incoming call details / email / complaints raised through any other medium are logged in & resolve according to standard operating procedures

6. Identify and resolve issues from customers/ agents etc.

7. Provide product and service information to customers.

8. Recognize, document, and alert the management team of trends in customer calls.

9. Provide product and service information to customers for conversions.

10. Follow up with customer for sales closure.

11. Business Support - Regular follow up with agents/supervisors to ensure their issues are addressed and doing business

12. Maintain continuous contact with agent/supervisor in order to keep customer file updated in cases of discrepancy.

13. Periodically evaluate existing agent/supervisor according to established policies and procedures.

Skills Required

1. Proficient in relevant computer applications like MS Excel etc.

2. 1+ years of experience in a call center / tele calling environment

3. Knowledge of customer service practices and principles

4. Good command over data and communication with listening skills.

Technical/Functional Proficiency Required

1. Basic computer skills with MS-Office.

2. Good communication skills.