Shalini Krishnan Email and Phone Number

Role:-To ensure the day to day operation delivery the services to customer and client.Accomplishes the operation customer service objectives by selecting the new hires, orienting, scheduling, disciplining employees and communicating the job expectation.To ensure the customer service officer and operation to meet the key performance indicator (KPI) in each category.Determines customer service requirement by maintaining contact with client, agent, and customers.Accomplishes information system and organization mission by completing related results and needed. Responsibilities:-Helping to build better customer relationship with clients and within ScicomTraining and development, providing the agent training based on the need and to ensure agent delivers the good communication and info to customers. Identify what is required for staff to carry out their duties. Educate the operations team on company policies and excellent service standards.Keeping accurate records of discussion or correspondence with the agent and client. Track the progress of daily, weekly, monthly, quarterly and annual objectives.Work hand-in-hand with top management staff concerning work/operational issues and other activities.Carry out evaluation of company’s present operational goals and suggest ways of improving important areas

Role:-Managing day to day operationsMonitor team performance and report on metricsCommunicate clear instructions to the team membersProvide training and refreshment to the team membersPrepare reports and presentation for client and management on hotline performanceRecognize high performance and reward accomplishmentsListen to calls to identify opportunities for agents and customer behaviour trend.Identify the staff strength and weakness and work on training need analysis for staff improvement.Setting and meeting performance target for service level, productivity and customer satisfaction surveyResponsibilities:-Responsible to create an inspiring team environment with an open communication cultureResponsible to monitor team members' participation to ensure the training they are being provided is being put into use, and also to see if any additional training is neededResponsible to have clear guidelines on staff career roadmap and training to suit the individual or groupTo meet individual goals for all service deliveries.Responsible to ensure all calls answered are following the business protocol and standard operating procedure.Responsible to enhance and create workflow to deliver better customer experience and improve efficiency.Responsible for running day to day call centre operations effectively and efficiency.Handling difficult customer and complex cases by providing exceptional handling to avoid brand and image of the client to be affected.

Build and maintain strong relationship with customers & clients. Answer general queries, product enquiries, marketing enquiries, sponsorship requests & complaints of customers by phone and email. Provide customers with all the required information in relation to client’s products and services. Update customer’s details in CRM software. Follow up with customers requiring further assistance and escalations. Opening and sorting post. Maintain records, filing systems and computer files. Responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every callerImpact the company’s bottom line by problem solving and turning frustrated clients into repeat customers

Answers incoming customer calls regarding product enquiries, product issue, wrong items received and general enquiries.Update customer information in the customer service database during and after each callWork with the management team to stay updated on product knowledge and be informed of any changes in company policies