Cogent BPO

Turbhe Midc, Navi Mumbai

We are looking for a dedicated Customer Care Associate to join our team in Turbhe Midc. In this role, you will be the main point of contact for our customers, helping them with inquiries and ensuring they have a positive experience with our services.**Key Responsibilities:**- **Responding to Customer Queries:** Address customer questions via phone, email, or chat, providing clear and accurate information to resolve issues efficiently.- **Managing Customer Accounts:** Assist customers with account-related inquiries, such as updates, changes, and troubleshooting, ensuring their accounts are managed effectively.- **Providing Product Information:** Educate customers about our products and services, helping them make informed decisions and enhancing their overall experience.- **Handling Complaints:** Listen to customer concerns, empathize with their situations, and work towards finding satisfactory solutions to any issues they may face.- **Maintaining Records:** Keep accurate and detailed records of customer interactions and feedback, contributing to database updates for better service delivery.**Required Skills and Expectations:**- Strong communication skills are essential for interacting effectively with customers and colleagues.- A proactive attitude and willingness to help are important to ensure customer satisfaction.- Basic computer skills are necessary to navigate systems and record information accurately.- Problem-solving abilities will help in addressing customer concerns swiftly.- A team player mindset is valued as you will collaborate with colleagues to enhance customer service.Candidates with 0 to 3 years of experience are welcome to apply. This is a full-time position based in the office.

Job Title: VRM Executive - Inside SalesJob Description:As a VRM (Virtual Relationship Manager) Executive for Inside Sales at Axis Bank, you will be responsible for driving sales growth and enhancing customer relationships through virtual interactions. Your primary duties will include:- Engaging with potential and existing customers via phone, email, and online platforms to promote banking products and services.- Understanding customer needs and providing tailored solutions to meet their financial goals.- Following up on leads generated from marketing campaigns and converting them into sales.- Maintaining accurate records of customer interactions and sales activities in the CRM system.- Collaborating with cross-functional teams to ensure a seamless customer experience.- Achieving monthly sales targets and contributing to the banks overall performance.Key Skills:- Excellent communication and interpersonal skills.- Strong sales acumen and the ability to build rapport with customers.- Proficiency in using digital tools and CRM software.- Ability to work independently and as part of a team.Qualifications:- Bachelors degree.- Prior experience in sales or customer service, preferably in the banking sector.This role is pivotal in fostering strong customer relationships, driving revenue, and ensuring high customer satisfaction.

Department / Function Operations / Team LeaderType of RequirementImmediate before 3rd January 2023Designation / Level Team LeaderNumber of Vacancies 3 Priority HighPlace of Initial Posting Navi MumbaiBrief Job Description(Suitable for advertisement) IT graduate; Good English and Hindi communication skills with at least 1 year experience as TL in BPO/Tech support Inbound and Outbound process handling. Also, having experience of working in JIRA toolJob Description / RoleProfile Leadership: Ability to influence team members, values driven. Operations: Manage SLA real-time, handle voice and chat escalations, identify and escalate issues to client real-time and resolve customer issues. Pre and post shift team huddles. People management: Create a conducive environment to perform. Objective and consistent. Able to manage conflicts. Develop and motivate team members. Client management: Keen listener, able to respond to client requirements, share reports and insights on business Performance management: Analyze and share quality and productivity reports with team members. Identify, develop, and implement action plans to improve performance of each team member. Quartile management. Excellent written and spoken English and Hindi proficiency Other JD and KRAs as per FiveS Digital standardsCandidates Profile(Suitable for advertisement)Essential Qualifications: IT Graduates Desirable Qualifications: English and Hindi language proficiency Candidates must be flexible with rotational shifts and week off will be any day of the week (not Saturday or Sunday necessarily)Length & Nature ofExperience 1 year experience as TL in BPO/Tech Support businessSkillset required Functional As per JD abovePreferencesAge: 21 + Sex: Male or Female Geographical areas: Navi MumbaiCompensation range(CTC) 30,000-35,000 CTC PM

Subject Matter Expert Responsibilities: Conducting daily briefing for sharing quality updates and daily target Handling team and run data Drive floor and pushing team member for achieving target Taking escalation calls and senior calls Conducting refresher for bottom operators and provide feedback Taking fun activity in holidays Prepare roster and manage shrinkage on daily basis Attending All The Customers,Listening Customer Complaint And Provide Proper Solution To The Customer. Work On Target, Always Monitoring And Achieving AHT and Quality. Provide Accurate Information To Customer About Product. Always Participated in Team Building Skills . Making roster and shared daily shrinkage Conducting daily briefing for new updated and share targets Drive the floor absence of Team Leader

Job descriptionRole is positioned as Subject matter expert for Soft Skills and Behavioral TrainingKey responsibility includes providing training and upskilling of resources hired as fresh graduates for working in customer facing rolesDesign and develop the training contentDesign and develop the regular assessments to understand the effectiveness of the trainingTrack individual performance during and after the trainings and conduct refresher sessions on need basisWork closely with operations to address the key concern areas in operations arising from knowledge gapsResponsible for managing the expectations from Internal and External Stakeholders.Required Profile/ ExperienceExperience in Soft Skills/ Behavioral TrainingExcellent spoken and written communicationGood knowledge of MS Excel is mandatoryMust be deadline orientedExcellent Team Player and Good Judgment Skills