Associate

Job Title:  Process Associate – Voice Skill  

Reporting To: Team Leader

Job Description:

Responsible for handling both outbound & in-bound  calls from customers or authorized third parties regarding all process & contingency situations arising due to any issues

Handle customer complaints during peak time and resolve the issues & advice the best resolution available

Responsible for prompt and accurate response to customer’s needs and requests

Ability to compare and evaluate possible customer service solutions, and decide which to recommend to customers to best meet their needs and circumstances.

Input data and verify information as it pertains into related systems as and when required

Properly document each customer interaction in the servicing systems as defined by the process

Ensure successful customer support through resolution of back-office tasks whenever not on calls

Understanding of utilities and associated market participants

The results of the analysis can be used to design targeted marketing campaigns, for example:

Sales Fulfillment: Retaining existing customers (antonym: customer attrition) & Gaining new customers

Information: Providing timely and regular information to customers

Other examples of the applications of analyses include:

Evaluating and improving customer satisfaction

Risk assessment and management

Data collection and analysis are viewed as a continuing and iterative process. Ideally, business decisions are refined over time, based on feedback from earlier analyses and decisions.

Identify factors important to clients

Handle customer complaints

Ensure customer-based quality parameters are measured and tracked

Manage Vulnerable/Priority customer tasks/processes in the realm of the process

Ensure privacy is for the customer related information / assets