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Job Description:
Maintain Customer focus at all times and respond to customers’ enquiries /orders/complaints (through e-mails, phone and fax) using the best Practice guidelines. Answer all calls/mails/fax received at the Desk.
Work within agreed service levels, striving to exceed customer expectations.
Take ownership of queries and proactively follow through to resolution.
Ensure all customers’ queries are investigated and resolved; escalate issues if appropriate, to the Team Leader.
Is able to effectively use automated information systems.
Maintain professional working relationship with internal and external customers, and colleagues.
Adhere to agreed standards of quality and productivity and process all orders/ claims/ queries with a minimum 98% accuracy rate.
Assist in gathering business requirements and analysis activities to facilitate Continuous Improvement.
Assist in documenting any requirements information and process maps clearly and to the agreed standards.
Update the client on the status of the order. Handle MIS, generate reports.
Handling Complaints/escalations.
Meeting client requirements on time and effectively thereby winning their goodwill.
Sensitization of the client requirements and accordingly prioritize the activities.
Has empathy for the customers situation
Work effectively as part of a team to achieve individual, team and organizational objectives, sharing knowledge and skills as appropriate.
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