Executive
EXL · Pune
- 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