Contact Center Operations
ConfidentialPune30+ days ago
Job descriptionnput leads responses, notes, and disposition statuses into the assigned incoming lead pro les. Utilize systems to gather and con rm information prompted by incoming SMS / email. Provide exceptional customer service, and written communication skills while working independently with discipline and motivation to succeed in a virtual environment. Read and comprehend previous 'Lead to Concierge' interactions to accurately continue the conversation to determine a quali ed or unquali ed lead. Coordinate and con rm incoming leads that inquire about national services provided by our clients. Accurately document all conversations according to standard operating procedures in our console. Thoroughly follow client and department standards and system procedures. Display a positive team focused attitude with the ability to adapt and embrace change to t business needs. Thrive in an ever-growing and ever-changing environment.
Have you got what it takes
- High school diploma or equivalent required (graduate)
- Minimum 2-4 years of previous experience working in customer service required.
- Ability to type 30 WPM required. (recommend increasing to 45 - 50 WPM)
- Your performance will be measured by
- Quality 85% or higher
- AHT 45 seconds
- Schedule adherence 93%
- Accurately schedule appointments
- AWS, Azure, HP, Dell, VMWare, and Citrix certifications are a plus
Skills Required
Azure, Customer Service, Hp, Citrix, Dell, Aws
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Contact Center • Pune
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