Deputize Consultancy Private Limited

Mumbai, Maharashtra

The job involves 1. Identifying, Handling and resolving customer queries and concerns while maintaining expectedquality as per ICICI Lombard on call, chat or email2. Documenting / Recording transactions and the necessary follow-up requests with other functionsby completing forms and record logs3. Understanding multiple products and processes4. Influencing customers to buy or retain product or service by following a prepared script to giveproduct reference informationRole & Responsibilities1. Comprehend and resolve the Customers concerns/ requirements by gathering/recording anappropriate level of information to determine the nature of the query/request and action required.Processing each call / mail / chat in accordance with IL standards.2. Provide/take relevant information and update the system/s accordingly. Where the query cannotbe successfully concluded at the first point of contact, provide the relevant functional area with aclear and concise written/verbal summary of the situation and its priority. Provide the Customerwith a clear explanation of the action taken.3. Ensure complete participation and contribution in organization/process level initiatives that maybe implemented from time to time to improve efficiency4. Ability to understand and handle irate customers5. Smoothly operating telephone equipment, automatic dialing systems, and othertelecommunications technologies and all applications6. Ability to achieve stretched targets and able to manage the organization standards7. Maintain Superior quality service by following organization standardsEducation & Requirements/ Skills1. Any Graduate / MBA / Under graduate2. Typing speed of 30 to 40 wpm3. Minimum 1-3 years of relevant experience of domestic/international BPO4. Strong interpersonal, problem-solving skills and verbal and written communication skills5. Strong computer knowledge and technical skills