Customer Contact Specialist

  • Bangalore
  • Business Operations & Customer Support
  • Report to: Customer Contact Lead

Job Responsibilities:

CORE DELIVERY:

  • Hiring, training, mentoring and preparing call center representatives to respond to customer questions and complaints.

  • Troubleshoot problems with services or products.

  • Ensuring agents understand and comply with all call center objectives, performance standards, and policies.

  • Implement and clearly communicate processes regarding Standard Operating Procedures.

  • Identifying operational issues and suggesting possible improvements.

  • Working with other supervisors and management team members to support agents and maximize customer satisfaction.

  • Bounce Reduction & Bounce collection

  • Excellent problem solving, leadership, and customer service skills.

  • Ability to coach, train, and motivate employees and evaluate their performance.

  • Strong understanding of company products, policies, and services

Team Management:

  • Monitoring and evaluating agent performance, providing learning and career growth and taking corrective action, if necessary

  • Demonstrate good leadership skills

  • Preparing reports and analyzing data to assist management as they determine call center goals.

  • Meet and Deliver Service Level Agreement (SLA), Targets and team performance/goals.

Reports:

  • Generate dashboards and scorecards for the Team for review.

  • Preparing Daily,weekly,monthly and Quarterly MIS Quality Audit reports.

Qualifications:

  • Graduate in any field

  • Minimum 5 years of relevant role experience

  • Aged below 35 yrs.

Skills & Competencies

Technical Skills

  • Proficiency with MS Office tools

  • Analytically efficient and process thorough Proficiency with technology, especially Dialer Management and Cloudy telephony will be an additional perk.

  • Analytical skill of converting data into useful reporting graphs.

Soft Skills

  • People Management

  • Leadership skills

  • Customer Excellence Management

  • Exceptional Written and Verbal communication skills

  • Good Listener

  • Multi-lingual

Competencies

  • High social responsibility and Pro poor culture

  • Integrity and Building relationships

  • Compliance to policies, rules and regulations

  • Belief in Teamwork

Behavioral Traits

  • Good Problem Solver, Positive Attitude, Presentable and Approachable.

For any questions on job openings & application details, write to us at:

careers@kinaracapital.com

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