Customer Care Executive (Domestic)

TATA Business Support Services Limited Responsibilities/Major Deliverables: • Attend inbound calls of customers with regards to give or take information. • Ability to up sell/ cross sell. • Ability to understand what makes the customer tick. • Implement all feedback given by Supervisors. • Questions team leader or manager to obtain full understanding of what information is being requested. • Provide correct and quality information to customers on every call, promote good listening and English grammar skills. • Manage length of calls. • Promote teamwork and project success. • Familiarize & Adhere to TBSS’ information Security and quality policies and standards that relate to one’s work. • Protecting the confidentially and integrity of information (client/business related) used in course of work at all time including but not limited to user ids and passwords. • Awareness of access rights to information & information systems. • Reporting information security incidents including but not limited to suspected viruses immediately. Key KPI to be delivered by the role: • Service levels and quality of resolution provided for service requests processed. • Nil Repeat requests(Calls/SMS/Emails etc) Functional competencies: - Proficiency in working on a computer. Basic MS office skills and ability to work on applications that are used to provide services. Having worked on CRM applications is an advantage. - Good typing skills (Quality & Speed) o Ability to handle telephonic conversations - Good communication skills in Tamil / English. - Good Listening skills Role Based competencies: - Customer Focus - Speed and quality of resolution - Good inter-personal skills. Mange relationships with external and internal customers. - Ability to perform under stress - Good problem solving skills - Continuous learning ability Work experience: - Fresher’s Languages: English and Tamil Educational qualification: Should have minimum qualification as 12th Pass Age: 18 years onwards Working Hours for the process: - No. of days – 365 (excluding mandatory National Holidays) - Process timings –Rotational shifts - Weekly Off - Rotational Walkin date: 5th September. Venue: TTA, 2/78, Pillayar Kovil street, Thiruvanmiyur, Chennai - 41. Contact: 044 – 4218 1385

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