Designation

Brief Job Description

1

• Planning of short/long range training goals and objectives.
• Formulate Training plans for the organisation and ensure the delivery for the same.
• Adoption of the most efficient training methods to ensure accurate delivery.
• Ensures constant updation of various training modules.
• Responsible for training need identification at all levels within the organisation, developing a core curriculum and fulfilling       the same.
• Develop associations with the various training bodies               fostering a culture for knowledge sharing.
• Liaison with external training Vendors.
• Works with external/ consultants to develop  new training     and development opportunities thereby keeping abreast of  new developments in the training field.
• Report to the management about the various  activities in     the Training area.
• Conducts training research and pilot training programs.
• Maintains accurate records of training activities.
• Develops, coordinates and reviews communications for    clarity and effectiveness

2

• Generating business opportunities in the  International/Domestic market.
• Facilitate and Manage Client visits.
• Scan the market for RFPs issued by companies in the geography region for Business Process Outsourcing.
• Obtain the RFPs and facilitate preparation of appropriate responses to the RFPs and ensure timely submission of the responses.
• Interface with the consultants,  industry bodies for  identification of business development opportunities.
• Provide regular industry related updates and developments    to the MIS team for development of competitive intelligence.

3

• Manufacturing and shop floor experience.
• Has done ISO audits.
• Done 1-2 projects in Six Sigma.
• Has undergone formal training in Green/black belt.

4

• Preparing bids for RFPs / RFIs and propose technology solutions.
• Preparing technology  presentations & costing and reviewing the same with Business Team.
• Awareness on telecom regulations in India.
• Preparing technology workflows, process documents, project management & tracking checklists.
• Project Management and Interaction with internal / external parties for Project / Migrations / Transitions.
• Vendor interaction for technology solutions and price negotiations.
• Constantly improve the technology write up and manage the technology presentation deck.
• Client SPOC during the migration and ramp up
• Conduct UAT / SAT and review business readiness for all projects / migrations.
• Documentation according to the project management methodology
• IT Asset management for risk assessment as per BS7799 standards.
• Awareness & delivery of DR / BCP based on business requirements.

5

• Manage all internal and external application  requests from     all sections of end-users.
• Help manage & structure the corporate as well as location based Intranet for relevant dissemination of information to organizations’ users.
• Drive the process automation initiative for location based departments.
• Actively drive the Application Integration strategy for the location in adherence to the overall strategy for the organization.
• Manage the location based and common corporate team members of Application Development.
• Act as the escalation level for all applications  and customization requests for the center/location.
• Gather , formulate and document  user/business     requirements and assist with project planning at the      corporate level.
• Analyze operational issues and suggest suitable     technological solutions either through procurement of resources, development of a new system or modifications to current systems.
• Ensure location’s adherence to overall application   development standards as decided at the organization level
• Ensure continued availability of enterprise wide information delivery tools and applications in conjunction with the IT Infrastructure and procurement departments.
• Coordinate the application troubleshooting on the floor with       FMS – in conjunction with the FMS Head.
• Guide and mentor team members for personal as well            technical development in terms of career growth
•  Assist various departments in process transition (in case of      a new process) from application development perspective.
• Conduct end-user training sessions for new deployments.
• Certify a given project/ product prior to deployment in production region based on inputs from the QA executive and test results.
• Assist the application development team in organization process level initiatives such as Six Sigma, ISO, BS7799, PCMM, etc.

6

• Cisco, Nortel (LAN),OS (Win2K, Sun, Linux), DB (SQL,    Oracle),Messaging (Lotus/Domino, Exchange server) ,Tools (NMS, EMS, Back up Management, Patch management),           SMS, Share point, ISA, Antivirus, Anti Spam, Content              filtering, Audit and compliance
• Experience on standards like ISO 9001, ISO 27001, Risk assessment, ITIL etc.
• Experience in Ethical hacking, Vulnerability Assessment,   Penetration Tests, IT Security Audits.
• Experience on Clusters
• knowledge of requirements for high availability
• Certification such as MCSE,RHCE,Oracle,SQL
                                                                                                                             Deliverables:
• Network Design for new projects and centers.
• Systems design for new projects and centers.
• Security design for new projects and centers
• Design improvement on ongoing basis
• Maintenance of Server Infrastructure
• Backups/Restorations
• Operating GTCC
• Evaluating new products and suggesting the same to tech management
• Plays a key role in Configuration, Release, and SLA,      problem / Incident Management for Systems domains
• Assists in Evolving & implementing Policy, procedure for ensuring Organizations IT Setup.
• Setup, maintain and administration of Systems and Server infrastructure while maintaining 99.5% availability.
• Management of  Alert, event and error monitoring of the Network , Servers & Security infrastructure
• Conducts regular IT Audits, assessments ( Internal audits        & External  audits ) to measure the effectiveness of IT Infrastructure & also to measure the compliance to laid          down policy  & Procedures as per Organizations’ ISMS &            QMS.
• Active role in Preventive maintenance activities and DR  testing.

7

• Product experts (Preferably in Avaya S87xx, ACD, IVR etc ) and is the owner for the product lines.
• Champions in trouble-shooting and configuration, Interface       to SD team, peers at operations for Telecom domain.
• Should have project Management capabilities, create,               define and implement processes, support SD team and   provide interface with respective vendors and TAC.
• Should also be owners for Configuration, Release, Problem, Change/Incident Management for Telecom domain.
• Build a team of technical resource persons capable of deploying, managing, maintaining & updating telecom   network. Managing relationships and providing confidence to clients on company’s preparedness to support their needs technically
• Evolve & implement Policy, systems & procedure for              upkeep, operations, maintenance, security upgrade and disaster recovery of telecom infrastructure and related applications
• Setup, maintenance and administration of Telecom infrastructure while maintaining 99.5% availability.
• Alert, event and error monitoring of the telecom       infrastructure
• Preventive maintenance activities and DR testing.

Technical Skills :
Requires experience in one or more of the product lines :

• Voice & CC Applications : ACD, IVR (Avaya, Cisco, Nortel),   CTI (TAPI, JTAPI, TSAPI), QMS (NICE, Verint, Witness),       Web response systems (Kana, EGAIN, Avaya, Talisma),     IPCC or TDM based contact center solutions, WFM (BP, IEX)
• Networking (Basics) : Cisco, Nortel
•  Systems : OS (Win2K, Sun, Linux), DB (SQL, Oracle), Messaging (Lotus/Domino, Exchange server) Tools (NMS,   EMS, Back up Management, Patch management)
• Procsses : Software Asset management, ITIL, ITSM,       BS7799, Business Continuity preferable

Broad Responsibilities/ Major Deliverables:

• Improving overall quality of service and increasing customer delight levels
• Achieving overall productivity and service level targets of the team
• Analyzing calls to identify the root cause of complaints
• Monitoring and maintaining quality of interaction with customers
• Monitoring Service Levels - Periodic collection and analysis of data received.
• Preparation and submission of periodic reports to client.
• Monitoring performance
• Ensuring complete satisfaction of the customers / clients.
• Handle escalated calls.
• Assist the team manager in roistering.
• Motivating each Team Member, guiding, monitoring their performance and implementing corrective actions as required.
• Identifying the training requirements of each Team Member and providing for the same in the appraisal sheets.
• To ensure that he conducts a daily team briefing/debriefing before and after the shifts respectively.
• Monitor calls on regular basis and give feedback
• To ensure that at no point in time the floor lacks supervision

Broad Responsibilities/ Major Deliverables:

• Listening to and understanding the customer’s requirements through

• Asking the correct questions – probing and prompting the customer wherever required
• Capturing accurately sufficient detail to enable the backend team to understand the problem and address it quickly
• Timely and accurate capturing all the information given by the customer
• Talking fluently in the customer’s language

• Managing the call through

• Emphasizing key words, handling objections and using product / service benefits to respond to customer queries and objections
• Offering first interaction resolution wherever possible
• Using front end empowerment tools as authorized to correctly address issues

• Raising the correct SR wherever FIR is not possible

• Handling irate / demanding customers where necessary, in a tactical manner

• Escalating the call to the team leader / manager, wherever desirable
• Monitor Call Tracking for responses from administrative team so call returns are done in time
• Follow-up with customers within a specified time period with regards to the initial phone call.

Broad Responsibilities/ Major Deliverables:

• Accurate documentation of the PMS
• Analysis of training needs
• Coordinates activities to ensure PMS design and materials support company business needs and complies with established guidelines and standards.
• Conducts research to identify new training technologies, methodologies and resources.
• Documents effectiveness of training.
• Managing probationary appraisals; supporting team leader in coordination with functional/departmental heads for action plans.
• Facilitate the rollout of performance appraisal workshops
• Assist in the company-wide and Function-wise-Level-wise Distribution of Ratings
• Release probationary forms and confirmation letters

Broad Responsibilities/ Major Deliverables:

• Accurate documentation of the PMS
• Analysis of training needs
• Coordinates activities to ensure PMS design and materials support company business needs and complies with established guidelines and standards.
• Conducts research to identify new training technologies, methodologies and resources.
• Documents effectiveness of training.
• Managing probationary appraisals; supporting team leader in coordination with functional/departmental heads for action plans.
• Facilitate the rollout of performance appraisal workshops
• Assist in the company-wide and Function-wise-Level-wise Distribution of Ratings
• Release probationary forms and confirmation letters

Experience :

• Min 3 months experience as a Sr. CSE or SME.

• Over all 1 year experience in a voice process of a call centre / 1 year experience in hospitality or customer servicing industry

Qualification: Graduate with experience in customer care / customer service operations in a fast moving, high volume environment.

Key Competencies :

• Excellent communication skills

• Positive influencer

• Excellent interpersonal skills

Attributes :Candidates must have good communication skills in English & Marathi/Hindi /Gujarathi.(Fluency in 2 languages including English is essential)

Broad Responsibilities:

To deliver excellent customer service to customers who are escalated through the call centres.

• To deal with escalated calls from customers

• To work with other departments in order to ensure delivery of promises.

• To assist in ensuring consistency across all Customer Care / VIP VVIP areas.

• To raise issues to managers that must be dealt with at a higher level

• To deliver customer delight

Broad Responsibilities: 

• Coordinate the receipt of information on new employees with the Personnel Department; assign new employee numbers; input all pertinent information on new hires into the computer payroll system.

• Reviews payroll balances for accuracy prior to running payroll.

• Facilitate accurate disbursements of payments to employees as per the agreed timelines.

• Accurate execution and checking of payroll reports (tax, insurance, retirement, etc.) based on established guidelines and procedures.

• Ensure all files are up to date

• Prepare various reports on the operations and activities of the payroll section; audit and submit government quarterly reports; provide information to employees on new developments effecting their pay

• Research and solve payroll problems; continually update and maintain payroll records and computer systems; audit and implement Human Resource changes

• Ensure accurate and on-time Payroll processing, payment and entries.

•  Settlement of employee dues at the time of separation.

•  Ensure proper deduction of statutory dues like Income Tax, Professional Tax etc from salaries.

•  Employee Receivables and deductions.

•  Branch Accounting – Processing of Bills, Bank Reconciliation and other activities

Attributes:

• Must possess hands on experience in payroll processing

• Well versed with applicable laws relating to payroll

• Hands on experience in routine accounting

• Good knowledge of MS Excel

Aptitude: Conceptually strong person with ability to learn and understand business, deliver under aggressive time targets, facilitate decision making and implementation, Good knowledge of Accounting practices and standards.

Experience :

• Should have at least 2-3 years of experience in training delivery. 

• Experience in quality/training/call coaches is needed.

Job Summary: Responsible for conducting process training,  process knowledge tests and training to bridge the process gaps of associates and updating of new process requirements, identify the learning gaps of associates and plan training to address the same.

Broad Responsibilities: 

• On time accurate delivery of Training

• Bridge the knowledge levels of associates on an ongoing basis by conducting   regular process tests and coming out with the training program

• To be a lead trainer for at least three modules and be a back up trainer for others.

• Calibrate regularly with Operations and understand the changing requirements

• Generate training related MIS

• Update /Create Manuals whenever required

• Assist trainees through nesting period to make them competent enough to start production

Qualification:  Should be a graduate 

Attributes:

• Exposure to BPO and process /Product Training. 

• Process & Quality Orientation

• Should be flexible working in shifts .

Aptitude:  Computer Savvy, Interest & passion for Training. 

Key Competencies: Process driven, Innovative, Strong communication and Interpersonal skills.

Broad Responsibilities: 

• To provide support and guide the teams of Customer Service staff within the call centres

• To provide support for a team of up to 15 Customer Service Executives (CSEs)

• To work with Customer Care Team Leaders within the call centre

• To ensure that technical calls are dealt with efficiently and that any new or unknown issues are highlighted

• Exposure to team handling

• High energy levels and a positive influencer.

• Previous experience as TL preferred.

• Understanding of call centers processes and technology is a must.

• Would be working as a part of a diverse management team., implementing new campaigns and working with cross functional teams.

• Excellent communications and interpersonal skills

• Understands wider impacts of own or teams actions ,cost focused without loosing sight of customer impact.

Key competencies:

• Excellent communication skills

• Positive influencer

• Excellent interpersonal skills

Broad Responsibilities/ Major Deliverables:

• Listening to and understanding the customer’s requirements through

• Asking the correct questions – probing and prompting the customer wherever required
• Capturing accurately sufficient detail to enable the backend team to understand the problem and address it quickly
• Timely and accurate capturing all the information given by the customer
• Talking fluently in the customer’s language

• Managing the call through

• Emphasizing key words, handling objections and using product / service benefits to respond to customer queries and objections
• Offering first interaction resolution wherever possible
• Using front end empowerment tools as authorized to correctly address issues

• Raising the correct SR wherever FIR is not possible

• Handling irate / demanding customers where necessary, in a tactical manner

• Escalating the call to the team leader / manager, wherever desirable
• Monitor Call Tracking for responses from administrative team so call returns are done in time
• Follow-up with customers within a specified time period with regards to the initial phone call.

Qualifications: Degree or Diploma

Age: 23-27

Attributes:

• Strong customer focus.
• Ability to quickly and efficiently assimilate the product and process knowledge.
• Should have the ability to mentor employees and coach them

Aptitude: Process orientation, Computer savvy, Good people management skills.

Key Competencies: Leadership skills, Good analytical skills, Working knowledge of MS Office applications, excellent communication skills

Broad Responsibilities/ Major Deliverables:

• Improving overall quality of service and increasing customer delight levels
• Achieving overall productivity and service level targets of the team
• Analyzing calls to identify the root cause of complaints
• Monitoring and maintaining quality of interaction with customers
• Monitoring Service Levels - Periodic collection and analysis of data received.
• Preparation and submission of periodic reports to client.
• Monitoring performance
• Ensuring complete satisfaction of the customers / clients.
• Handle escalated calls.
• Assist the team manager in roistering.
• Motivating each Team Member, guiding, monitoring their performance and implementing corrective actions as required.
• Identifying the training requirements of each Team Member and providing for the same in the appraisal sheets.
• To ensure that he conducts a daily team briefing/debriefing before and after the shifts respectively.
• Monitor calls on regular basis and give feedback
• To ensure that at no point in time the floor lacks supervision.

Qualifications: Should be a Graduate.

Attributes:

• Ability to work under pressure
• Clear & logical Thinker

Aptitude: Customer Service, Sales, Process orientation, Systems thinking.

Key Competencies:

• Excellent Customer Service skills, Ability to close sale.
• Ability to work under high pressure environment and generate sales, Ability to up sell / cross sell various products, Moderate computer skills, PC & Internet, Knowledge of Microsoft Windows
• Professional Phone Manner, Excellent communication (neutral accent) & documentation skills
• Commitment to project success, Customer focus

Broad Responsibilities/ Major Deliverables:

• Attend inbound calls of customers with regards to give or take information.
• Ability to up sell / cross sell
• Ability to understand what makes the customer tick
• Implement all feedback given by superiors.
• Question team leader or manager to obtain full understanding of what information is being requested
• Provide correct and quality information to customers on every call, promote good listening and English Grammar skills.
• Manage length of calls.
• Promote teamwork and project success.
• Familiarize & Adhere to SerWizSol's information security & quality policies and standards that relate to one's work.
• Protecting the confidentiality and integrity of information (client/business related) used in course of work at all time including but not limited to user ids & passwords.
• Awareness of access rights to information & information systems.
• Reporting information security incidents including but not limited to suspected viruses immediately.

CCE_VSNL

Qualifications: Requires a minimum of a, diploma (with HSC) or graduate, low preference for MCA / Engineering Graduates.

Age: 18 years onwards

Attributes: Good Typing Skills (preferably > 18 wpm), computer knowledge and proficiency with one package, adept at operating computers & familiarity with Internet are required.

Aptitude: Process orientation, Systems thinking

Key Competencies: Good communication skills on English and Hindi (preferably with a neutral accent), has pleasing telephone etiquettes, Customer focus, willingness to learn.

Broad Responsibilities/ Major Deliverables:

• Listening to and understanding the customer’s requirements through

• Asking the correct questions – probing and prompting the customer wherever required
• Capturing accurately sufficient detail to enable the backend team to understand the problem and address it quickly
• Timely and accurate capturing all the information given by the customer
• Talking fluently in the customer’s language

• Managing the call through

• Emphasizing key words, handling objections and using product / service benefits to respond to customer queries and objections
• Offering first interaction resolution wherever possible
• Using front end empowerment tools as authorized to correctly address issues

• Raising the correct SR wherever FIR is not possible

• Handling irate / demanding customers where necessary, in a tactical manner

• Escalating the call to the team leader / manager, wherever desirable
• Monitor Call Tracking for responses from administrative team so call returns are done in time
• Follow-up with customers within a specified time period with regards to the initial phone call.
• Staying current with knowledge of products/ processes & services offered by the client
• Ensure full adherence to all the quality parameters.
• Cooperate with other Team members, SMEs and Team Leaders.
• Ensure 100% adherence to schedule.
• Familiarize & Adhere to SerWizSol's information security & quality policies and standards that relate to one's work.
• Protecting the confidentiality and integrity of information (client/business related) used in course of work at all time including but not limited to user ids & passwords.
• Awareness of access rights to information & information systems.
• Reporting information security incidents including but not limited to suspected viruses immediately.

Qualification: Should be a graduate.

Broad Responsibilities/ Major Deliverables:

• On time accurate delivery of Training.
• Bridge the knowledge levels of associates on an ongoing basis by conducting regular process tests and coming out with the training program.
• To be a lead trainer for at least three modules and be a back up trainer for others.
• Calibrate regularly with Operations and understand the changing requirements.
• Generate training related MIS.
• Update /Create Manuals whenever required.
• Assist trainees through nesting period to make them competent enough to start production.
• Deliver Training on Voice & Accent Neutralization, US/UK Culture.
• Understands the intricacies involved in Accent neutralization – Phonetics, Grammar, Intonation, Speech, etc.
• Develop content for new modules.
• Access training needs (V&A and Communications).
• Based on TNA design and delivery modules.

21

• Ensuring timely & accurate Preparation of costing Reports and analysis.
• Making costing evaluation for various Products, Services, Schemes & Special Projects.
• Carrying out Treasury & Funding operations of the circle / process.
• Analysis of costing records, Preparation of Process P&L
• Pricing decision, analysis and inputs
• Revenue assurance and strengthening Internal Controls
• Budgeting and Planning
• Participate in contract negotiation
• Taxation – Direct and Indirect
• Corporate MIS.

22

• Develop associations with the various training bodies fostering a culture for knowledge sharing.
• Formulate Training plans for the organization and ensure the delivery for the same.
• Responsible for training need identification at all levels within the organization, developing a core curriculum and fulfilling the same.
• Works with external/ consultants to develop new training and development opportunities thereby keeping abreast of new developments in the training field.
• Adoption of the most efficient training methods to ensure accurate delivery, conducts training research and pilot training programs.
• Liaison with external training Vendors.

23

• Planning the set up of Networks, Equipments & Deployments of the same.
• Build a team of technical resource persons capable of deploying, managing, maintaining & updating telecom & IT Infrastructure.
• Evolve & implement Policy, systems & procedure for upkeep, operations, maintenance, security upgrade and disaster recovery of computer, communications & telecom hardware, software platforms/ applications.
• Management of automation to enhance the productivity & efficiency of the processes – through customization of acquired software, application development, information management etc.
• IT Risk Management – laying down policy, implementation and sustained compliance.
• Development/ acquisition of software/ hardware towards growth of new ITES businesses in the best possible way.

24

• Should have exceptional network & Security infrastructure implementation and management capabilities and provide interface with respective vendors and TAC.
• Specialist in Cisco (Data & Security), Checkpoint , Nortel ( Data & Security) , ISS products.
• Plays a key role in Configuration, Release, and SLA, problem / Incident Management for Network & Security domains.
• Setup, maintain and administration of Network & Security infrastructure while maintaining 99.5% availability.
• Conducts regular IT Audits , assessments (Internal audits & External audits ) to measure the effectiveness of IT Infrastructure & also to measure the compliance to laid down policy & Procedures as per Organizations’ ISMS & QMS.

25

• Generating business opportunities in the International/Domestic market.
• Facilitate and Manage Client visits.
• Scan the market for RFPs issued by companies in the geography region for Business Process Outsourcing.
• Obtain the RFPs and facilitate preparation of appropriate responses to the RFPs and ensure timely submission of the responses.
• Interface with the consultants, industry bodies for identification of business development opportunities.
• Provide regular industry related updates and developments to the MIS team for development of competitive intelligence.

26

• Preparing bids for RFPs / RFIs and propose technology solutions.
• Preparing technology presentations & costing and reviewing the same with Business Team.
• Awareness on telecom regulations in India.
• Preparing technology workflows, process documents, project management & tracking checklists.
• Project Management and Interaction with internal / external parties for Project / Migrations / Transitions.
• Vendor interaction for technology solutions and price negotiations.
• Constantly improve the technology write up and manage the technology presentation deck.
• Client SPOC during the migration and ramp up
• Conduct UAT / SAT and review business readiness for all projects / migrations.
• Documentation according to the project management methodology
• IT Asset management for risk assessment as per BS7799 standards.
• Awareness & delivery of DR / BCP based on business requirements.

27

Aptitude: Process orientation, Computer savvy, Good people management skills

Key Competencies: Leadership skills, Good analytical skills, Working knowledge of MS Office applications, excellent communication skill

•  Improving overall quality of service and increasing customer delight levels.
• Achieving overall productivity and service level targets of the team.
• Analyzing calls to identify the root cause of complaints.
• Monitoring and maintaining quality of interaction with customers.
• Monitoring Service Levels - Periodic collection and analysis of data received.
• Preparation and submission of periodic reports to client.
• Monitoring performance.
• Ensuring complete satisfaction of the customers / clients.
• Handle escalated calls.
• Assist the team manager in roistering.
• Motivating each Team Member, guiding, monitoring their performance and implementing corrective actions as required.
• Identifying the training requirements of each Team Member and providing for the same in the appraisal sheets.
• To ensure that he conducts a daily team briefing/debriefing before and after the shifts respectively.
• Monitor calls on regular basis and give feedback.
• To ensure that at no point in time the floor lacks supervision.

28

29

30

31

32

1.To train the new recruits on soft skills and bring them up to the expected bench mark, before they hit the floor. Also to continuously enhance the skills of the existing agents.

2.Has to ensure that all the data relating to training are populated in the Training event management module

3.Conduct refreshers training program based on the training need analysis.

Educational and Professional Qualifications Required: Minimum Graduate.

Attributes: Interpersonal savvy, strong communication skills, time management

System skills: Proficiency in MS Applications.

Desired Profile: Must have at least 1-3 years experience in product/process training

Have Good Analytical & Problem Solving ability

Ability to Coach/Mentor New Customer Care Agents

Good in MS Office (Word/Excel)

Experience: 0-2 years experience in the BPO field or in a service industry. 1 year of experience in customer care/ handling customers in a BPO environment in the client’s line of process will be a definitive advantage.

Broad Responsibilities/ Major Deliverables:

* Listening to and understanding the customer’s requirements through

· Asking the correct questions – probing and prompting the customer wherever require.

· Capturing accurately sufficient detail to enable the backend team to understand the problem and address it quickly·        

· Timely and accurate capturing all the information given by the customer

· Talking fluently in the customer’s language

*  Managing the call through

· Creating empathy with the customer and building the customer’s confidence

· Emphasising key words, handling objections and using product / service benefits to respond to customer queries and objections

· Offering first interaction resolution wherever possible

· Using front end empowerment tools as authorised to correctly address issues

· Raising the correct SR wherever FIR is not possible

* Handling irate / demanding customers where necessary, in  a tactical manner

· Escalating the call to the team leader / manager, wherever desirable

· Monitor Call Tracking for responses from administrative team so call returns are done in time

· Follow-up with customers within a specified time period with regards to the initial phone call.

· Staying current with knowledge of products/ processes & services offered by the client.

· Ensure full adherence to all the quality parameters.

. Cooperate with other Team members, SMEs and Team Leaders.

· Ensure 100% adherence to schedule.

· Familiarize & Adhere to SerWizSol's information security & quality policies and standards that relate to one's work.

· Protecting the confidentiality and integrity of information (client/business related) used in course of work at all time including but not limited to user ids & passwords.

· Awareness of access rights to information & information systems.

· Reporting information security incidents including but not limited to suspected viruses immediately.

Supervises: None

Reports to: Team Leaders

Relationships: Peers/Customer

PERSON SPECIFICATION:

Qualifications: Requires a minimum of a HSC.

Age: 18 years onwards

Aptitude: Process orientation, Systems thinking

Key Competencies: Good communication skills on the English and regional language (preferably with a neutral accent), have pleasing telephone etiquettes, Customer focus, willingness to learn.

Languages : Marathi ( Fluent),Hindi & Eng( avg)

Attributes:

1. Good Typing Skills ( preferably > 20 wpm), adept at operating computers & familiarity with Internet is desired.

2. Prior usage of mobile is desired.

Broad Responsibilities/ Major Deliverables:

* Listening to and understanding the customer’s requirements through

· Asking the correct questions – probing and prompting the customer wherever require.

. Capturing accurately sufficient detail to enable the backend team to understand the problem and address it quickly·        

· Timely and accurate capturing all the information given by the customer.

· Talking fluently in the customer’s language.

*  Managing the call through

· Creating empathy with the customer and building the customer’s confidence.

· Emphasising key words, handling objections and using product / service benefits to respond to customer queries and objections

· Offering first interaction resolution wherever possible.

· Using front end empowerment tools as authorised to correctly address issues.

· Raising the correct SR wherever FIR is not possible.

* Handling irate / demanding customers where necessary, in  a tactical manner.

· Escalating the call to the team leader / manager, wherever desirable

· Monitor Call Tracking for responses from administrative team so call returns are done in time.

· Follow-up with customers within a specified time period with regards to the initial phone call.

· Staying current with knowledge of products/ processes & services offered by the client.

· Ensure full adherence to all the quality parameters.

· Ensure 100% adherence to schedule.

· Familiarize & Adhere to SerWizSol's information security & quality policies and standards that relate to one's work.

· Protecting the confidentiality and integrity of information (client/business related) used in course of work at all time including but not limited to user ids & passwords.

· Awareness of access rights to information & information systems.

· Reporting information security incidents including but not limited to suspected viruses immediately.

Supervises: None

Reports to: Team Leaders

Relationships: Peers/Customer

PERSON SPECIFICATION:

Qualifications: Requires a minimum of a HSC.

Age: 18 years onwards

Aptitude: Process orientation, Systems thinking

Key Competencies: Good communication skills on the English and regional language (preferably with a neutral accent), have pleasing telephone etiquettes, Customer focus, willingness to learn.

Languages : Marathi ( Fluent),Hindi & Eng( avg)

Attributes:

1. Good Typing Skills ( preferably > 20 wpm), adept at operating computers & familiarity with Internet is desired.

2. Prior usage of mobile is desired.

Broad Responsibilities/ Major Deliverables:

* Listening to and understanding the customer’s requirements through

. To ensure that customers who have concerns will trust Customer Care to deal with their escalated enquiries and make calling TATA Sky a positive experience.

· Capturing accurately sufficient detail to enable the backend team to understand the problem and address it quickly·        

· Timely and accurate capturing all the information given by the customer

· Talking fluently in the customer’s language

*  Managing the call through

· Creating empathy with the customer and building the customer’s confidence

· Emphasising key words, handling objections and using product / service benefits to respond to customer queries and objections

· Offering first interaction resolution wherever possible

· Using front end empowerment tools as authorised to correctly address issues.

. To deliver customer delight

* Handling irate / demanding customers where necessary, in  a tactical manner

· Escalating the call to the team leader / manager, wherever desirable

· Monitor Call Tracking for responses from administrative team so call returns are done in time

· Follow-up with customers within a specified time period with regards to the initial phone call.

· Staying current with knowledge of products/ processes & services offered by the client.

· Ensure full adherence to all the quality parameters.

. Cooperate with other Team members, SMEs and Team Leaders.

· Ensure 100% adherence to schedule.

· Familiarize & Adhere to SerWizSol's information security & quality policies and standards that relate to one's work.

· Protecting the confidentiality and integrity of information (client/business related) used in course of work at all