Required Operation Executive (Calling Profile) for one of the large logistics group for Delhi location

Job Description:

Designation

Operation Executive (Voice Process)

Salary brackets

2.5 to 3 (lac per annum)

Years of experience

6 months to 3 years

Shift Timing

12:30 p.m. to 21:30 p.m.(Apr-Oct) & 13:30 p.m. to 22:30 p.m.( Nov-Mar) (Fixed)

Cab & Meal

No Cab & Meal facility , we are 5 min walking from Jasola metro station

Mandatory requirements of  Profile :

Candidates must be proficient/ fluent in English.( UK or US accent must)

• International  client experience  is mandatory

Overall Purpose of Role:

The purpose of this position is to help manage back office work and providing necessary support to customer services
team(s). In this exciting role, you will be working closely with the customer services team leads and individuals within
each team in India and UK. You will be helping defining and refining the methodologies and continually working with
teams to ensure quality is delivered and maintained. You will be working for smooth working all business processes
whilst ensuring quality of deliveries. You will need to have an inquisitive mind and the ambition to learn. This is an
excellent opportunity for a young and ambitious candidate, to take all the lessons they have learned up until now, and
put them into practice in an equally ambitious company.

Responsibilities

• Manage large amounts of inbound (primary) and outbound (less frequently) calls in a timely manner
• Pay full attention to understand customer query so that desired information could be provided
• Answer customer queries by finding information using inhouse applications/databases and provide solutions
and/or alternatives to the customer
• Resolve customer issues by providing required explanations and escalate unresolved problems with management
• Follow communication ‘scripts’ when handling different topics.
• Maintain and improve quality scores by adhering to standards and guidelines; recommending improved procedures
• Maintain internal databases by entering notes/comments so that proper audit trail is achieved
• Keep calling equipment operational by following established procedures; reporting malfunctions
• Coordinate with customer services team in UK via calls and e-mails