Handling customer queries, complaints and requests received through inbound calls, chats and Email

Handling customer queries, complaints and requests received through Kana and Live Chat.Enrolling the new members in the loyalty programme along with the quality standards.Responsible for completely handling a special task along with training new agents on the same.Worked as a Shift In-charge for a period of 5 months handling and assisting a team of 5 people.Helped with upskilling of the colleagues through virtual trainings and taking quiz discussions.

Resolving Customer queries/Complaints escalated to Exec members of company via Nodal & Appellate Platform as per TRAI Guidelines (responses via Email).Customer interface by managing internal & external customers through email & call with respect to customer requests/complaints.To ensure while responding to customers service levels are met in terms of query resolution, quality standards maintaining the no repeat call strategy.Ensuring First Time Right policy is followed while responding to customer queries and from time to time.