POSITION SUMMARYThe Customer Care Executive is primarily responsible for ensuring delivery of exceptional customer service to customers as per the respective client's SLA. The primary focus of a Customer Care Executive is to assist; retain; acquire and/or recover customers.DUTIES AND RESPONSIBILITIESBuild rapport with customers by handling each and every customer call in a courteous; and professional mannerEnsures consistently imparts the correct product an each call.Obtains; imparts; clarifies and verifies information to and/or from customers to ensure delivery of exceptional customer serviceDemonstrate appropriate levels of empathy in situations that require these skills;and provides customers with caring individualized attention.Accurately tags each call as per defined tagging list/CRM tagging list.Ensure that the quality of each call is in compliance with predefined quality parameters.Consistently contributes towards improving customer experience by identifying potential areas for process/productivity improvements and highlights the same to the Team LeadUtilize the relevant tools and resources provided by the Company to respond to customer queries and requests.Ensure strict adherence to established attendance schedules.Provides on the job training support to new team members to facilitate improvement in their levels of performance – through mentor / mentee relationship.Provides the relevant reports on a daily basis – where applicable.Appropriately escalates customer queries to the Team Lead to ensure speedy resolution of the same.Ensures daily performance targets are metKNOWLEDGE, SKILLS AND ABILITIESMinimum of a DegreeExcellent listening skills; uses appropriate probing techniques to facilitate clear understanding of queries and thus provide appropriate and accurate solutions to customer queries.Good typing speed and computer skills, particularly with regard to Microsoft office applicationsGood communication skills including a clear voice; and fluency in English and local languages pertaining to the respective locationAbility to work in a team environmentAbility to maintain a calm disposition particularly in stressful work situations.Displays a positive attitude; ability to remain positive and energetic throughout a work day.Updates self on comparative product and servicesWORK CONDITIONSAbility to work any shift in a 24/7 work environment including odd hours; weekends and public holidaysAbility to work extra hours to meet business needsTo reside within reasonable travel distance to the office, as defined by the Company; to facilitate ease of transport arrangements,Preferably within 10 KM radius of Waiyaki WayMay be required to undergo periodic occupational related medical examination to assess own suitability for continued employment at the Call Center
