Offer summary

Qualifications:

Strong verbal and written communication skills., Ability to understand and articulate complex client plans., Customer service orientation with a focus on satisfaction., Ability to meet and exceed performance targets and adhere to policies..

Key responsibilities:

Answer calls and web chats to ensure customer satisfaction.

Simplify and explain complex client plans to participants.

Maintain quality standards and meet client SLAs and targets.

Take ownership of personal learning and development.

Job description

· 100% of production time to be spent logged in on calls or web chat

· Answer calls & chats with an approach to deliver positive customer satisfaction

· Articulate complex client plans and provisions in a simplified and understandable manner helping participants make an informed decision

· Maintain internal & client defined quality on calls

· Understands and contributes positively in meeting client SLA’s & targets

· Adheres to Customer Service Attendance & Accountability policies

· Ensures Customer Service Representative, Team & Client level targets (Customer Satisfaction, Service Level %, Average Handle Time, Session Time, Wait Time, Abandon Rate, Call back timeliness etc.) are met or exceeded consistently

· Take complete ownership of self-learning & development

· Ability to interpret and comprehend SOP’s and articulate effectively

· Strong Customer Service Orientation

· Clear and effective verbal & written communication

Excellent comprehension and articulation of client specific plans and provisions

Required profile