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Senior Customer Care Agent

4.00 to 7.00 Years   Chennai   10 Oct, 2020
KONE
Job LocationChennai
EducationNot Mentioned
SalaryNot Disclosed
IndustryEngineering / Construction
Functional AreaCustomer Care Executive
EmploymentTypeFull-time

Job Description

Responsibilities and key activities: Senior Customer Care Agent( Voice Process)Job description

  • Customer Care Agents specializing in callouts are responsible for the callout management from logging the customer request, finding and dispatching an available technician to call acceptance from the maintenance technician and closing the case.
  • Customer Care Agent is also trained to identify and manage all critical safety situation, preventing injuries.
  • Customer Care Agents specializing in inbound queries receive and manage customer queries, complaints and master data changes, owning the cases from receipt to resolution and confirmation back to customer. They can assign complicated cases to relevant stakeholder, yet the Customer Care Agent is responsible to follow-up the case from start to end to meet the agreed Grade of Service for First time resolution
  • Accountable to welcome customers and users, according to KONE processes and standard instruction, identify and classify their requests and provide adequate answer. Incoming requests comes from telephone, fax, e-mail, eOptimumTM or KRMS
  • Accountable to make the contact as easy as possible for the customer and provide adequate information.
  • Accountable to identify safety situations, and manage them by giving the adequate safety instructions as described in the global safety procedures. He / She shows empathy, aware about customer feeling in such situation and provides adequate safety advice to calm the passenger.
  • Accountable to follow the KONE processes by showing responsiveness, responsibility, and quick spirit.
  • Accountable to gather sales lead notification and forward to relevant department. Accountable to immediately connect the customer to the right person in the KONE organization, in case of any request not related to unplanned maintenance. If the KONE responsible person is not found, the agent is accountable to pass him the message of the customer, and to ensure he will contact the customer back
  • Able to prepare dashboards & reports for the team
  • Able to train & Inspire the junior team members
Required Candidate profile
  • Solid communication skills (written spoken) in English & Hindi required in the customer center
  • Min 4- Max 7 Years of exp in BPO -Voice Process (Inbound & Outbound calls )
  • Awareness and communication skills in other Indian Language is also an asset
  • Strong in MIS & Preparation of reports & Powerpoint presentation
  • Should Possess Leadership & Influencing skills
  • Graduation / Diploma is mandatory
  • Willingness to work in Shifts if required
At KONE, we are focused on creating an innovative and collaborative working culture where we value the contribution of each individual. Employee engagement is a key focus area for us and we encourage participation and the sharing of information and ideas. Sustainability is an integral part of our culture and the daily practice. We follow ethical business practices and we seek to develop a culture of working together where co-workers trust and respect each other and good performance is recognized. In being a great place to work, we are proud to offer a range of experiences and opportunities that will help you to achieve your career and personal goals and enable you to live a healthy and balanced life.Read more on www.kone.com/careers,

Keyskills :
customer serviceaccountingaccountsatmclearingmaster datacustomer careemployee engagementcommunication skillsbpoVoice ProcessCustomer Care Agent

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