Sky Service Escalation Redressal - RM-Sky Channel-Contact Centre Inbound
| Sky service Relationship Manager – NR – CCU |
| Department | Customer Experience Center |
| Location | Thane |
| Reporting Relationship | CEC – NR – CCU/ICC |
| Position Grade | Assistant Manager |
| Job Role |
- Handling customer queries / complaints primarily on emails, letters and calls
- Adhere to agent-level Service Level Agreement (SLAs) specific by the process
- Ensure adherence to time schedules (Turn Around Time)
- 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
- Act on the feedback given by Team Leader/Team Coach or Quality or on the coaching provided to the team as guidelines for improving performance
- Provide inputs to improve work procedures that can enhance overall team performance
Job Description
- Graduate
- Atleast 1-2 years experience 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