Customer Service Representative For Gurgaon & Noida

Customer Service Representative (International Voice Process) for Gurgaon & Noida.

Looking for excellent communication skills and prior experience with Inbound Process-International voice-who can handle calls & solve query on daily basis for UK based clients.

• Job Location : Gurgaon & Noida
• Experience : 0-4 Years (Freshers are also welcome with excellent communication skills)
• Work From Office (05 Days week)-One way transport-UK Shift

Education Qualification :

• Graduate -Any Non tech Graduate-BA, B.Com, BBA, BCA, BSC-other than computer science
• B.Tech and Full time MBA not applicable

Selection Process : Written Assessment + SVAR Assessment (Fluency-online test) + VNA (Voice & Accent) + Hiring Manager round

You bring knowledge & expertise

Required Experience & Skills:

• 0 - 48 months of work experience
• Medium level process complexity processing or analytical skills in more complex environments
• Low level of discretion and decision making within a decision framework.
• Mostly rules-based processing but with some judgement applied
• Able to follow standard processes but understand variations from process i.e. BS Recs
• Ability to meet tight deadlines.
• Good interpersonal and customer service skills
• Excellent understanding of Insurance Industry for experienced colleagues
• Proficiency in MS-Office (preferably Excel)
• Project management
• Quality management
• Results driven.
• Foster teamwork
• Giving feedback
• Provides an administrative support service within specified guidelines and Aviva brand values.
• Responds to customers enquiries where basic analysis and the provision of information is needed in order to resolve the issue, escalating where necessary.
• Gains the trust of the customer through the provision of accurate and timely information and support services.
• Records all information accurately on appropriate systems.
• Responsible for spotting opportunities for service and process improvement and feeding suggestions to manager.

Good to have experience:

• Solves straightforward problems.
• Analyses possible solutions within agreed guidelines.
• Delivers quality service to customers within a process or product area.
• Works under the supervision of a more experienced team member and will refer to decisions for support and guidance.

Roles and Responsibilities:

• Maintains quality service by enforcing quality standards, analyzing, and resolving client's problems, and recommending system improvements.
• Defines objectives, identifies, and evaluates trends and options, chooses a course of action, and evaluates outcomes.
• Develops, coordinates, and enforces systems, policies, procedures, and productivity standards.
• Accomplishes staff results by communicating job expectations, planning, monitoring, and appraising job results.
• Adhere to compliance and generate control reports.
• Generate statutory reporting per country requirement.
• Audit Management - Active participation in internal/external audits
• Escalation management
• Generating scheduled/ ad-hoc reports

Trainable Skills:

• Neutral Voice and Accent and call management
• UK Saving and Retirement Industry Skills
• Process Knowledge

Languages:

• English (R/W/S) with C1 Language Proficiency Level

Work Condition:

• Flexibility to work in 24*5 shift environment
• Flexibility to occasionally extend work hours to meet business needs.
• Flexibility to move across client teams.

Note : Looking for immediate joiners only, Interested candidates can share their CV's directly at Sandeep.sharma72@wipro.com & Manisha.rai3@wipro.com with the subject line Customer Service Representative for Gurgaon or for Noida.