Senior Process Executive - Customer Service Representative

Responsibilities

General Skills (Communication and Soft Skills)

• Ability to effectively listen and respond appropriately, probe and position to create a dialogue with the customer to build a positive experience
• Ability to empathize and relate to customers
• Prioritize the customer’s needs and concerns throughout the call
• Ability to efficiently handle complicated concerns and provide alternate solutions or options while keeping in mind customer’s needs and considering business impact
• Can structure a call in an organized,efficient, and professional manner which is easy to understand by the customer
• Ability to present oneself as positive,polite, and professional throughout the call Technical Skills
• Basic knowledge and understanding of overall client process
• Identifies routine customer needs/problems and determines solutions/options to resolve problems using current workflow
• Comes up with new idea/s to improve own work area
• Technical functional knowledge – possesses technology savviness and adept in adapting to any changes in tools and processes Additional years of Customer service and contact center experience
• Willing to perform other duties as assigned