Customer Service Advisor
Managing KPI's scores.Working with team to meet the targets.Assisting teammates for implementation of the process & quality improvement.Understanding and managing customer expectations.Understanding usage of clients(Amdocs, Fusion etc) applications.Proactive in taking up responsibilities. Ability to develop, manage and implement multiple project plans with minimal direction and supervision.Able to effectively handle escalated issues to diffuse concerns through verbal and written messages.Personal growth.Ensure successful execution of training needsMeasure program training effectivenessResponsible for on-going observations of direct reports, providing guidance, mentoring andsupport that focus on performance improvement of the candidate. Send reports to the Operations team on the progress/pending status of activitiesReview content at regular intervals to ensure all updates are incorporatedParticipate in Internal & External CalibrationsConduct refresher trainings based on TNI Manage Knowledge Check for New Hires & Production StaffConducting Training For New Joinees. Completing the Cerftification for the New JoineesConducting Weekly refreshers For the TeamsManage attrition and absenteeism in theTeamResponsible for Team building anddevelopment. Preparing Daily Reports as required by MIS validating and sharing the same with the Central team.Customer Relationship Advisor - Manage customers account to investigate whether the recent order or upgrade is genuine or fraudulent. Out call the customer to check if they have placed any recent order or upgrade Trainer - Trained new hires & have them Process training. Conducted audits, coaching & feedback for their clearance Mentor - Managed OJT & OJT clearance based of their performance on Productivity, AHT & Quality. Coaching the advisors & help them improve their performance. Managing BQ advisors & helping them come up the learning curve with the help of necessary plan
