Sky Service Escalation Redressal - Rm - sky Channel - contact Centre Inbound

Sky Service Relationship Manager – NR – CCU

Department: Customer Experience Center

Location: Thane

Reporting Relationship: CEC – NR – CCU/ICC

Position Grade: Assistant Manager

Job Role:

• Handling customer queries/complaints primarily on emails, letters, and calls
• Adhere to agent-level Service Level Agreement (SLAs) specific by the process
• Ensure adherence to time schedules (Turn Around Time)
• Complete the logs specified by the process (End-of-day target)
• Adherence to Information Security norms & quality process norms.
• To be aware of and comply with any updates about the process
• Act on the feedback given by Team Leader/Team Coach or Quality or on the coaching provided to the team as guidelines for improving performance
• Provide inputs to improve work procedures that can enhance overall team performance

Job Description:

• Graduate
• At least 1-2 years experience with 6 months which should be in a customer service role – Understanding of call center industry an advantage
• Excellent communication skills – Verbal & Written
• Flexible to work 24/7 (For Females: 7AM till 8PM) including Sunday/holidays
• Flexible to get scattered 8 Week Offs in a month with 9 hours shift
• Good listening skills and strong communication abilities.
• Be confident and willing to learn with a flair for knowledge. Possess an upbeat, positive can-do attitude & works with integrity
• Team Player, collaborative Self-motivated person including the ability to act as a role model within the organization. Should be able to establish rapport quickly with peers, managers & customers