L1 support ( 1 position )

The Role encompasses of taking escalation calls, working on emails in the escalated queue. Identify top trends for escalation and conduct a training need analysis for the counsellor for refresher trainings.

Duties & Responsibilities
  • Handle escalation calls and work on emails in the escalated queue.
  • Analyse the data to understand top drivers for escalations.
  • Categorize the data basis controllable/ non-controllable opportunities, by agent, by tenure, by drive, by program
  • Create tangible and measurable action plans for improvements basis the identified opportunities.
  • Monitor calls and provide timely feedback for continuous improvements
Experience

Minimum of 2 to 3 years of work experience in customer service environment and should understand customer mind-set.

Skills & Abilities
  • Excellent verbal, written and interpersonal communication
  • Strong attention to detail
  • Ability to multitask
  • Student-oriented attitude
  • Integrity, professionalism, strong work ethic and organizational skills
  • Ability to work at a fast pace with minimal supervision
  • Adaptability and willingness to learn and improve in all aspects
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