Customer Care Executive

1. Conduct Induction training for the new joiners
2. Ensure Training to be covered on all aspects as defined by the team.
3. Training to be combined with Mock calls, Situational based case studies, relevant AVs to be played.
4. Induction batches to be on OJT for 2 weeks after certification. They would take calls for Half day and for half day they would be in training.
5. 3 calls to be taken from for certification and 2 extra calls in case of recertification.
6. Retention training to be conduction for all Induction batches and every 3 months for everyone on floor.
7. Training PPTs to be updated on monthly basis/as & when update received. PPTs to be shared with for review.
8. Induction Certification hard copies to be sent to and soft copies to be maintained at the end of every Batch.
9. Weekly refreshers to be conducted (products, processes, systems, areas of improvement from whatever QA's feedbacks are)
10. Take structured feedback from CSE's on any support that they may need to service the customers better. Such feedback sessions to be at least once if not twice a month.