CSA

Purpose of the role

Voice/Inbound - A CSA in this role deals with a number of incoming calls pertaining to the client’s business. The associate provides excellent customer service and gives precise information to the customer ensuring customer satisfaction.

Responsibilities

Ø Answers incoming customer calls with a friendly and positive manner and provides outstanding service to the customer

throughout the duration of the call.

Ø Responds to incoming/outgoing calls from the customers to solve queries and provide alternative options & also to change

any account information with General maintenance upon customers’ request.

Ø Ensure resolutions are provided keeping in mind call control and call duration as prescribed by the client SLA.

Ø Ensures all information provided is post verification and authentication as per the Data protection Act

Ø Updates the client software with customer information, queries and Service requests.

Ø Provides new thoughts and ideas for process improvements

Ø Works in conjunction with process requirements and metrics (SLA)

Ø Forwards customer feedback (VOC) to the supervisors for concerns / suggestions raised by customer

Reports to

Process leader