Business Care Advisor

Key accountabilities and decision ownership:

Provide prompt and efficient technical support and service to customers; goes out of the way to ensure that individual customer needs are met.

Own and manage the customer relationship: resolving technicalqueries efficiently and effectively. Handle customer care tasks as per defined productivity and Quality targets. Ensure service level agreements are met and maintained.

Deliver awesome customer experience through meeting targets of TNPS (Touchpoint net promoter score) and receiving Compliments and appreciation from customers and colleagues.

Own the interaction and ensure customer has got all information and solution required and use the job tools (telephone and computer) effectively.

Handle all assigned tasks. Be responsible, adhere to work, break, and other schedules you are rostered in and be a team player.

Maintains effective work behaviour in the face of pressure and setbacks. Successfully adapts to changing demands and conditions.

Makes systematic and rational judgments based on information and relevant assumptions. Perform any additional project, task or activities assigned/delegated by the Line Manager.

Education:

High School/ Diploma or equivalent

Computer literacy, Windows Operating Systems, and internet applications

Knowledge &

Experience:

2-3 years of relevant and proven experience in handling complex technical contacts in telecommunication sector. (Call centre experience is preferable and experience in a service-related industry is an added advantage).

Knowledge of fixed infrastructure and networking and flexible to work in varied shifts within a 24x7 environment.

Knowledge in telecoms and telephony systems and in managing customer interactions and providing effective solutions.