Triage Advisor (Voice Process)

Dear All,

I am writing this Job Post to brief about the job opportunity with IRIS KPO Resourcing for Customer Success - Triage specialist

Walk-in Details

Candidates with Triaging experiences are only eligible

Salary Best in the industry + Benefits

Shift Timings : 2 PM to 11 PM

One Way cab (Drop) Facility will be provided for female candidates only

We are currently recruiting only candidates with 3 to 10 Years of experienced candidate.

No of vacancies : 5

• Assessing and Prioritizing : Evaluate incoming tasks or cases from the CS team to determine their urgency and importance, ensuring that critical issues are addressed promptly
• Ensuring Compliance with Acknowledgment SLA: Ensure that all customer inquiries are acknowledged within the agreed Service Level Agreement timeframe
• Communicating with stakeholders : Maintain clear and consistent communication with stakeholders, providing updates on the status of cases
• Documenting information: Keep accurate records on cases as per our process
• Sharing best practices: Maintain an updated contact database within IRIS to clearly identify individuals who can assist with specific queries.
• Identifying and addressing recurring issues: Work with the Service Improvement team to identify root causes and suggest improvements to enhance our customer service.
• Urgent Feedback trends : This includes negative behaviour within the company based on information from our customers. Immediate action will be required to rectify these issues and prevent impact on our customers journey and our company reputation
• Continuous learning: Staying updated with industry trends and continuously improving skills
• Self-serve process improvement: Utilize all CRM systems to enhance results through self -serve processes
• Maintaining a high level of accuracy and meticulousness in all tasks : Keep thorough and precise case notes to uphold transparency and build trust with our customers
• Continuous Improvement: Identify patterns and recurring issues in triaged cases to suggest process improvements and enhance overall efficiency

Required Skills:

• Excellent Verbal and written communication skills.
• 4 to 10 Years of experience in International voice is mandatory
• Candidates should be willing to work in UK Shift (2 PM to 11 PM) with Any Graduation.