Role Accountability 

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<li style="margin-left:0px;">Provide servicing to customers across channels (Email/ Voice/ Chat etc.), ensuring optimum service levels to enhance customer experience</li>
</ul>

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<li style="margin-left:0px;">Ensure minimal repeated errors on Escalations and EWS(Early Warning System) cases by working closely with Quality and training team</li>
</ul>

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<li style="margin-left:0px;">Liaison with Sales, marketing, Risk, Product, pricing, and collection for the deviations, Service Nos and change/improvement in process </li>
</ul>

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<li style="margin-left:0px;">Ensure maintenance of TAT of resolution across sub-processes</li>
</ul>

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<li style="margin-left:0px;">Perform process documentation and compliance adherence</li>
</ul>

Measures of Success 

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<li style="margin-left:0px;">FRT(First Response Time) Rate</li>
</ul>

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<li style="margin-left:0px;">Real time Resolution rate         </li>
</ul>
                                                                                            
<ul>
<li style="margin-left:0px;">CSAT</li>
</ul>

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<li style="margin-left:0px;">Productivity and accuracy</li>
</ul>

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<li style="margin-left:0px;">Adherence to Process TATs</li>
</ul>

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<li style="margin-left:0px;">Zero Avoidable Escalation        </li>
</ul>
         
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<li style="margin-left:0px;">Process Adherence as per MOU</li>
</ul>

Technical Skills / Experience / Certifications

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<li style="margin-left:0px;">Experience of handling VIP/ Premium customers in service delivery</li>
</ul>

Competencies critical to the role

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<li style="margin-left:0px;">Stakeholder Management</li>
</ul>

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<li style="margin-left:0px;">Problem Solving</li>
</ul>

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<li style="margin-left:0px;">Detail Orientation</li>
</ul>

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<li style="margin-left:0px;">Analytical ability </li>
</ul>

Sr Customer Services Executive in Gurugram (UID-13616)

Job Description

Job Details

Skills Required for Sr Customer Services Executive

Job Description for Sr Customer Services Executive

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