Sky Service Product - L & D Manager-Sky Channel-Contact Centre Inbound

 

Sky Channel – Service – Potential – TL

 

Department Customer Experience Center Location Thane/Bangalore/Noida Reporting Relationship CEC – Team Manager - Inbound Position Grade Team Leader M3/M4

 

 

Job Role

 

• Responsible for managing a team of 15-18 officers handling inbound calls for Privileged Customers 

 

• To Attend the inbound calls of customers and process the queries & requests to customer's satisfaction
• To identify and convert the opportunities for cross selling (banking product) on customer's call
• Responsible for quality communication and customer servicing within laid down productivity and service benchmarks.
• Ensure customer “delight” and consistent service experience, including timely resolution of customer queries/issues.
• Complete the logs specified by the process (End-of-day target)
• Adherence to Information Security norms & quality process norms.
• To be aware of and comply with any updates about the process 

 

Job Description

 

 

• Graduate
• Preferably 3-4 years with 6 months which should to be in customer service role - Understanding of call center industry an advantage
• Excellent communication skills – Verbal & Written
• Flexible to work 24/7 (For Females: 7AM till 8PM) including Sunday/holidays
• Flexible to get scattered 8 Week Offs in a month with 9hours shift
• Good listening skills and strong communication abilities.
• Be Confident and willing to learn with a flair for knowledge. Possess an upbeat, positive can-do attitude & works with integrity
• Team Player, collaborative Self-motivated person including the ability to act as a role model within the organization. Should be able to establish rapport quickly with peers, managers & customers