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Customer Service International Voice Tech Support Team Member-bps @ Hexaware Technologies

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 Customer Service International Voice Tech Support Team Member-bps

Job Description

Key accountabilities and decision ownership:
  • Ensure Fixed/5G & Mobile activations for Consumer and Enterprise segment is done in defined SLAs.
  • Provide on-call support to sales team on 117 IVR. Track and report call reasons.
  • Support sales team with logging complaints for incorrect recharges done on customer account and take corrective actions as required.
  • Maintain call quality and follow all calls related parameters to ensure best service & support is provided to our sales team.
  • All applications such as, Open UI, ECR, Smartsheet, GWC portal, Remedy Tool, BPM portal etc. needs to be used on a daily basis and advisor needs to be well trained and must have hands on experience on all applications.
  • Take customer appointments for fixed installations.
  • Ensure the port-in orders are submitted within the agreed service level with smooth on boarding, and the port outs are thoroughly validated and processed within defined SLA for MNP/FNP requests.
  • Focus on customer end to end journey starting from activations until first billing. Work as part of a team to ensure always offering an awesome customer experience.
  • Ensure that the desired request is fulfilled within the agreed service level with quality. All the necessary information related to product & process needs to be reviewed and followed while performing daily tasks.
  • Follow the escalation matrix when escalating to get the response within agreed service level and validate all the relevant documents before creating customer account in system in proactive manners

    • Job Classification

    Industry: IT Services & Consulting
    Functional Area / Department: Customer Success, Service & Operations
    Role Category: Customer Success, Service & Operations - Other
    Role: Customer Service
    Employement Type: Full time

    Contact Details:

    Company: Hexaware Technologies
    Location(s): Mumbai

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    Keyskills:   Customer Service call support bps ui call quality customer service sla matrix sales bpm open ui customer experience

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    Hexaware Technologies

    Hexaware BPS. is the wholly owned subsidiary of Hexaware Technologies Ltd. We are currently staffed at 4000+ people across Navi Mumbai (Mahape) Chennai, Nagpur US, Mexico and Russia. Hexaware BPS leverages on a strong technology legacy from its parent organization. With an amalgamation of passionate...

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