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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Qualification: Graduate
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Location: Mumbai
Other Opportunities
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