Executive- ESOC

Aeronube Technologies
  • Mumbai
  • Confidential
  • 1-2 years
  • Views
  • 29 Mar 2018

  • IT/ Information Technology

  • Consumer Durables/ Semi Durables
Job Description

What we are looking for - Executive- ESOC Job Description: Key Responsibilities: #Offers a solution-based approach to all customer interactions tailored to the needs of the individual customer with a focus on resolving customer queries on first contact. Ensure an Online resolution is given to all the calls / emails received by him / her #Uses specialised knowledge and experience to trouble shoot technical / non-technical issues and diagnose the customer query and/or complaint and prevent SRs. #Follow the Standard Operation Procedures given to resolve the scenarios reported at ESOC #Ensure complete ownership is taken for the resolution of the interaction and follow up with the team for resolution. within agreed time frames. Demonstrates ownership of all customer contacts by personally ensuring that any action required is completed as promised in a simple, timely and responsive manner. #Always looks for a solution that will benefit both the customer and the business and that may be beyond the problem posed by the customer #Ensures all oral and written communication, including email, consistently demonstrates a professional and friendly tone, maintaining faultless grammar and spelling standards (where applicable). Seeks to understand & responds to all customers with willingness and appropriate tone and language #Seeks to educate the customer at every possible opportunity to empower them to self-care in future. #Ensures follow-up action is taken when necessary and keeps the customer informed. #Captures all customer details and data relevant to the call or service intervention efficiently and accurately. #Always provides feedback on issues that are driving customer dissatisfaction, along with suitable solutions, so that the root cause can be addressed by the business and the issue can be avoided in the future. #Ensures own product, system, process and policy knowledge is current. #Ensures that knowledge is shared amongst team members to provide exceptional customer service. #Takes ownership to resolve any escalated calls (by RM / KAM / Field Engineers) #Demonstrates ownership of all Engineer and front end field team contacts by personally ensuring that any action required is completed as promised in a simple, timely and responsive manner. #Seeks to educate the Field staff / RM / KAM at every possible opportunity to use self-care in future #Adheres to scheduled shifts, rosters- start times, end times, break times and any scheduled activities. #Regularly update his technical skills through interactions and learning from Team Leader #Takes care to ensure own safety and health at work, and to avoid adversely affecting the safety or health of any other person at work. #Adheres to all Contact Centre Policies, Procedures, Codes of Conduct and legislative requirements #Acts as a subject matter expert, providing floor guidance to team members who are less experienced. Key Result Areas: #Ensure accurate, timely and complete resolution to customers (as per defined parameters) #100% tNPS on all interactions made #Accurate & timely delivery of the information to action owners. #Timely Close looping with stakeholders (end resolution within SLA). #Timely escalations for maintaining process KPIs as defined. #Maintain compliant status on all floor KPIs. #100% Adherence to SOPs, work schedules & company policies Educational Qualifications: BTech / Diploma in Networking/ Electronics with CCNA certification. Years of Experience (minimum & maximum) : Relevant experience of minimum 12 months Knowledge & Skills #Good Communications and Interpersonal Skills #Analytical abilities #Customer experience / Customer service #Telecom and Technical Product Understanding


Competencies/Skill sets for this job

ESOC SLA SOPs KPI

Job Posted By

Nirmalyo Banerjee
Founder & CEO

About Organisation

Aeronube Technologies