Executive

• Ensure that calls are handled as per standard and defined procedures 
• Ensure that assigned customer satisfaction, lead generation and efficiency goals are met 
• Ensure that the quality of customer / third-party interactions is in compliance with pre-defined parameters 
• Ensure that all protocols are followed for ensuring that the rescue is completed in a timely and efficient manner 
• Maintain a ‘one-call resolution’ mindset. This includes the ability to identify when dispatch needs escalation to internal support team, supervisor or manager on duty 
• Focus on customer satisfaction through active listening, accurate and efficient need identification, empathy, rapport building, clear and effective communication and timely dispatch of service 
• Ensure that all communication with service providers is quick and efficient and that fastest and most cost-effective service is dispatched to the customer  
• Effective negotiation skills with service providers to secure service for the customers
• Comply with company policies and procedures 

Responsibilities

• • Strong, clear, coherent and comprehendible English speech, including sentence construction, grammar and pronunciation
  • Ability to negotiate with service providers on ETAs / rates /
  • Ability to understand and comprehend the caller 
  • Effective questioning, including the use of open and closed questions to obtain the right information to assist the customer
  • Adjust tone, pace and language to better support and understand the customer
  • Communicate with next level of support in a constructive manner to achieve great outcomes

Qualifications

• Graduate - Freshers
  Undergraduate - 1 Year of work experience preferably in Contact Center industry