Job Name : Call Centre
Salary : 18000 – 25000 a Months
Exp: 0 – 3 years
Company Name : ADSIN
Location : Mumbai, Maharashtra
Qualification : 12th Pass
Language : English/Hindi
Job Info –
- Experience defining program requirements and using data and metrics to determine improvements
- 3+ years experience working cross functionally with tech and non-tech teams
- Masters Degree in Science, Education, Business Administration or related field.
- Proficiency in use of Microsoft Office tools (Word, Excel, and PowerPoint)
- Ability to write basic SQL queries to pull data for analysis
- Excellent verbal and written communication skills across all organizational levels.
- Design, implementation and day to day execution of the optimal customer service experience for the subscribers.
- Measurement, analysis and continuous improvement of key metrics – complaints per subscriber, contacts per subscriber, call center metrics, customer satisfaction, installation feedback, complaint resolution efficacy, installation / complaint resolution defects etc.
- Identify key training needs for the team basis metrics and initiative launch calendar and then execute training programs in partnership with all stakeholders. Own learning and development function for the organization.
- Innovate and simplify to attain goals
- Resolve customer escalations
- Work with multiple stakeholders to drive continuous improvement in customer service and service assurance
- Ability to take initiative, be proactive without waiting for direction
- Excellent analytical skills to identify possible gaps in metrics and reporting and create accurate and timely reports to influence key decisions
- Acute attention to detail in a deadline-driven environment
- Excellent written and verbal communication skills, with stakeholders and leadership.
- Obsessed about the customer experience; never settle for good enough, and continually inspire others to do better for the customer
- Experience of working in Telecom industry
- Process improvement experience
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