| Job Code | JD-0005 |
| Job Title | Customer Support Executive |
| Job Status | N/A |
| Grade | Executive |
| Experience [Year(s)] | 0 |
| Department | Human Resource |
| Sub Department | N/A |
| Designation | Customer Support Executive |
| Location | Sybrid |
| Qualification | |
| Apply Deadline | 20/12/2009 |
| Job Summary | To answer calls made by the customers for seeking information, order placement & logging complaints or/and giving instructions. |
| Key Performance Indicators | 1. Meeting with quantitative and qualitative expectations 2. Average Talk time 3. Average Hold time 4. Shift Login time 5. Shift Not Ready Time 6. Number of calls handled 7. Shift and pre- shift attendance record 8. Average Wrap-up time 9. Courtesy of call 10. Product knowledge 11. Work process knowledge 12. Number of Fatal or Non fatal error ratio |
| Responsibilities | |
| Accountabilities | 1. Answer telephones and record orders with 100% accuracy. 2. Convey orders to restaurants for accurate and prompt delivery. 3. Make customer call backs 4. Make outbound calls for on going promotions. 5. Responsible for proper execution of emergency procedures. 6. Must be able to work a flexible schedule that will include weekends and holidays 7. Offering a helping and ready hand to the customers. 8. Using problem-solving skills to handle difficult or irate clients. 9. Suggesting alternatives to resolve customers’ complaints on priority basis. 10. Bringing awareness among customers by educating them about promotions n’ services. 11. Execution of team plans to achieve goals of first contact resolution and order taking. 12. Learning about organization’s products or services and keeping up-to-date with any changes to them. 13. Capitalizing LEAD requests by applying core customer service techniques supported by LEAD qualification skills. 14. Regularly attending training and coaching sessions conducted by Quality assurance Team and supervisors. 15. Conveying customers’ feedback and suggestions to the Supervisor in order to offer services exceeding customer expectations. 16. Taking immediate measures to resolve customer’s problem keeping company policies in view. |
| Extraordinary Work Conditions | |
| Academic Qualifications | Preferred Bachelor degree or at least intermediate. |
| Work Experience | Preferably six months or more experience in hard core Contact Center Operations. |
careers@sybrid.com
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