CUSTOMER SUPPORT VOICE PROCESS ENGLISH IN INDIA

HGS-IN/Template/HR-ER/-Ver 1.0 Page 1 Competencies Key Parameters Think Strategic (a) Big Picture Perspective: Is able to understand the impact of individual performance to meet / improve own targets (b) Business Acumen: Demonstrates basic knowledge and ability to use various applications / tools related to the function / engagement At an individual level complies with do's & dont's of policies, procedures& regulation as applicable to the engagement / function Is aware of metric applicable to the role Has the basic knowledge of policies, procedures and regulatory compliance Drive Results (a) Planning & Organizing: Maintaining TAT Understanding and adhering to quality standards Maintain all Hygiene and Process Metrics (b) Directing & Monitoring NA (c) Accountability Acquiring knowledge & skills of related areas of the process Understands, knows, and interprets different complex scenarios and is able to resolve all assigned tasks. Update oneself to changes in product on a daily basis. Average Handling Time (AHT) target to meet as per process (d) Problem Solving & Decision making NA Partner with Customers a) Relationship Building Ensure Customer is satisfied on all transactions & they are given quick resolutions Escalate Long Pending Issues of Customers to supervisor / appropriate Desk Give Correct and Complete Resolution to Customers on all transactions to avoid Repeat contacts by Customers. Be Polite with all Customers b) Passion for excellence Adhering to the KPI, and understanding Quality & Auditing parameters Sub-Process Name: Equivalent Grade: DS1 Role: Associate HGS-IN/Template/HR-ER/-Ver 1.0 Page 2 Provide First Time Resolution [FTR] on all transactions High level of integrity Ensure Customers Account Information is not compromised Zero Fatal Error (FE) Lead People a) Managing Self Understand the company policies and adhere to it diligently, basic professional standards and established procedures, policies before taking action and taking decisions. Adhere to attendance and punctuality norms Assumes responsibility for work activities and coordinating efforts b) Inspiring others / Managing teams Mentor & coach new members of the team based on requirement Interpersonal relationship at work with peers, supervisors and should not have any recorded instance of misconduct. Desired Knowledge, skills and abilities Possess basic Contact Center operations knowledge Good reasoning and analytical skills Able to communicate fluently in the language required for transaction Typing skills as required by the process Active listening skills Passion to learn Influencing skills Ability to comprehend the customer requirement well Desired qualifications (including certifications) Under-Graduates / Graduates Desired years of experience 0-1 year Internal Customers, if any N/A External Customers, if any Customers