EXL

Analyzes business data and runs outsourced operations

Executive

Customer SupportConfirmed live in the last 24 hours

Full-timePune, Maharashtra, IndiaNo salary listedIn-person

Graduate applicants may be freshers; undergraduate applicants preferably have one year of work experience, preferably in the contact center industry.
Speak clear, coherent, and comprehensible English, including sound sentence construction, grammar, and pronunciation.
Negotiate with service providers about estimated arrival times and rates.
Understand and comprehend callers.
Use effective open and closed questions to obtain the information needed to assist customers.
Adjust tone, pace, and language to better support and understand customers.
Communicate constructively with the next level of support to achieve positive outcomes.

Handle calls according to standard and defined procedures.
Meet assigned customer satisfaction, lead generation, and efficiency goals.
Ensure customer and third-party interactions comply with predefined quality parameters.
Follow protocols to ensure rescues are completed promptly and efficiently.
Maintain a one-call-resolution mindset and identify when dispatch needs escalation to the internal support team, supervisor, or manager on duty.
Focus on customer satisfaction through active listening, accurate and efficient needs identification, empathy, rapport building, clear and effective communication, and timely service dispatch.
Communicate quickly and efficiently with service providers and dispatch the fastest and most cost-effective service for customers.
Negotiate effectively with service providers to secure service for customers.
Comply with company policies and procedures.

Ensure that calls are handled as per standard and defined procedures
Ensure that assigned customer satisfaction, lead generation and efficiency goals are met
Ensure that the quality of customer / third-party interactions is in compliance with pre-defined parameters
Ensure that all protocols are followed for ensuring that the rescue is completed in a timely and efficient manner
Maintain a ‘one-call resolution’ mindset. This includes the ability to identify when dispatch needs escalation to internal support team, supervisor or manager on duty
Focus on customer satisfaction through active listening, accurate and efficient need identification, empathy, rapport building, clear and effective communication and timely dispatch of service
Ensure that all communication with service providers is quick and efficient and that fastest and most cost-effective service is dispatched to the customer
Effective negotiation skills with service providers to secure service for the customers
Comply with company policies and procedures

Graduate - Freshers
Undergraduate - 1 Year of work experience preferably in Contact Center industry

Strong, clear, coherent and comprehendible English speech, including sentence construction, grammar and pronunciation
Ability to negotiate with service providers on ETAs / rates /
Ability to understand and comprehend the caller
Effective questioning, including the use of open and closed questions to obtain the right information to assist the customer
Adjust tone, pace and language to better support and understand the customer
Communicate with next level of support in a constructive manner to achieve great outcomes