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Customer Care Associate

For a client of TeamLease Services Ltd
1 to 2 Years
2,40,000 - 3,00,000 Per Year
Posted on 21 Dec 18
Job DescriptionLast Date 19 Feb 19

Function performed Customer Care

The position operates 9:30 to 18:30.

  • TT opening for service Call.
  • Follow up with Field Team and other internal departments for resolution and closure of complaints.
  • Ensuring the addressing of customer complaints by concerned team.
  • Assigning the trouble tickets for resolution to the relevant team of Field.
  • Seeking exact impact from the customer and conveying the same information to the resolution team.
  • Escalation to relevant department as per escalation matrix if the fault is not resolved on time.
  • Updating customer via phone regarding the status of their complaint.

     iii. Problem & Challenges

  • To work in multi technology environment.

 

iv. Freedom to Act

·        Within guidelines and as per process, individual is empowered to take action.

The performance is monitored based on:

1.    Timely escalations and updating as per the matrix

2.    Replying to customer’s query within the pre-defined timelines.

v. Co-ordination activities

Internal:Field Service, Sales, Marketing, Quality & Supply Chain for customer fault resolution.

External: Dealer & Distributor, Service Partner, Vendor.

  III. CHANGES TO BUSINESS ENVIRONMENT

 Skills: 

Able to work on own initiative

Team Player

Good communication skill,

Willingness to work in any shift,

Good command over spoken and written English,

Good knowledge of Computers,

Good telephone handling skills,

Ability to empathize with the customer, smart, confident and enthusiastic with a flair for customer service,

Good analytical skills

Knowledge:

Required updating himself/herself with new technologies.

i.             Job Challenges: 

High Average Speed of Answer & Answer Ratio.

High level of Customer satisfaction.

Job Role

Job Type

Interview Type

Company Description
NA
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