International BPO Voice process

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Enhanceplus Consultants


International BPO Voice process
Enhanceplus Consultants • Mumbai, Maharashtra • via SimplyHired
15 days ago
Full–time
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Job description
The Representative Customer Service position interfaces with customers via inbound calls or chats. This position provides customer service support and resolution of routine problems regarding client's product or services.

Experience – Minimum 6 months
• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)
• Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer
• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
• Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
• Maintain basic knowledge of client products and/or services
• Prepare complete and accurate work including appropriately notating accounts as required
• Participate in activities designed to improve customer satisfaction and business performance
• Track, document and retrieve information in call tracking database
• Respond to customer inquiries by referring them to published materials, secondary sources or more senior staff

Candidate Profile
• Graduate /UG with minimum 6 months experience
• Courteous with strong customer service orientation
• Strong computer navigation skills and PC Knowledge
• Ability to effectively communicate, both written and verbally
• Dependable with strong attention to detail
• Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly
• Tolerance for repetitive work in a fast-paced, high production work environment
• Ability to work as a team member, as well as independently
• Demonstrate patience in all customer contact simulations, including maintaining a pleasant and professional tone and manner
• Ability to rotate shifts, as needed
• Based on location and/or program, additional experience/skills may be required
• Confirm customer understanding of the solution and provide additional customer education as needed
• Demonstrate strong probing and problem-solving skills
• Should be able to handle complex queries from customer and resolve the same independently

Job Type: Full-time

Pay: ₹25,000.00 - ₹35,000.00 per month

Benefits:
• Health insurance
• Provident Fund

Schedule:
• Night shift
• Rotational shift

Language:
• English (Preferred)

Work Location: In person

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Dharti


Assistant Manager - HR Business Partner - BPO/IT
Dharti • Mumbai, Maharashtra • via IIM Jobs
Full–time
No Degree Mentioned
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Job description
POSITION PURPOSE

Reporting to the Manager- Human Resources, the Assistant Manager - Human Resources is responsible for the overall functioning of the HR department. This role offers thought leadership regarding organizational and people-related strategy and execution and provides advice on Recruitment, HR procedures, policies, best practices, Rewards, Benefits and statutory compliance to achieve highest level of Employee satisfaction and retention.

Roles and Responsibilities:

- Create strategy and action plan for HR department which helps meet organizational goals and objectives

- Partner with BU head/ stakeholders to develop and implement HR initiatives that will improve overall engagement, productivity and retention for the unit

- Provide expertise in the following areas:, Talent Management, Performance management, coaching, compensation and rewards, employee relations, learning and development, rewards and Recognition programs, data analysis and strategic development

- Coach and guide leadership to drive culture to ensure we continue our fast-paced growth and success

- Creates professional relationships with both internal and external clients and customers

Operational:

- Ensure high satisfaction scores indicative in the monthly Employee Satisfaction Survey

- Initiate and plan regular HR Training for all employees with a view to educating employees on Policies, knowledge orientation and self development sessions etc.

- Ensure that all HR related communication is appropriately cascaded, provide forums for employees to raise issues /concerns and ensure that the same are effectively redressed and Provide engagement solutions to address concerns

- Develop and monitor spending against the departmental budget

- Work with Legal and Compliance Departments to ensure HR processes and policies are within the legal framework as required

- Implementation of Corporate HR Initiatives / Global initiatives

Key Performance Indicators:

- Retention

- Employee satisfaction

- Stake holder management

- Driving org wide initiatives