Senior Associate - Customer Care

Data Analysis

• Help in Root cause analysis of Queries / Complaints received
• Strictly follow the Escalation Matrix

Measure of Success

• Customer satisfaction scores
• Agent satisfaction scores
• TAT of Customer / Agent query resolution as per defined SLA
• 100% compliance to standards.

Desired qualifications and experience

• Graduate with 2 -3 years experience in Operations / Customer Care
• The applicant should have Good English Hindi speaking skills, a keen interest in the Internet and strong working knowledge of computers

Knowledge and skills required

• Customer centricity
• Good communication skills
• Basic computer and excel skills

Skills Required

Query Resolution, Escalation Management, Data Analysis, Mis Reporting, Customer Satisfaction