> Contact Centre Exec
Contact Centre Exec
Client A Leading Insurance Company
Function Customer Care  - Voice / Non Voice
Job Code JB0018
Position Contact Centre Exec.
Location Mumbai
Job Description
Incumbent will be required to take/make Inbound/Outbound calls handle incoming contacts through various channels & capture the QRC (i.e. Query Request Complaint) on each call/contact/transaction.
For Voice - Take inbound calls & capture the QRC on each call. Also would be required to capture the ‘Voice of the Customer’ (VoC)on each call, in form of short SMS format notes.
For Non- voice – Handle incoming contacts with high level of accuracy & complete the transaction within set timelines.
Follow the QRC procedure on each call/contact and provide accurate information.
Should demonstrate high customer focus by escalating & following upon the TAT burst cases, ensuring speedier resolution to the Customers.
Maintain databases, records, file papers, and retrieve as required.
Deliver on the contact centre KPI’s set by the Company.
Should possess good communication and interpersonal skills.
Support the reporting authorities in maintaining office premises and work-environment.
Incumbent will be required to work in shifts, in line with business requirements.
Desired Candidate Profile
Minimum 6 months experience in a voice process/Non voice Process in a Contact centre. Good communication skills both in English & Hindi.
Work experience in a General Insurance Process in a BPO, as a contact centre executive. Good Communications skills in Vernacular Languages will be an added advantage.
Qualification Higher Secondary Education/Senior Secondary Education (12th Pass) + Work Experience in a BPO environment.
Graduation in any discipline from a recognised University/Institution.
Insurance qualifications like Licentiate/Associate from InsuranceInstitute of India or any Diploma or Certification course from reputed University/Institution. Good typing skills and knowledge of MS office and/or any data capture or communication tool.