Responsibility:

1 Operational Excellence & Customer Experience

• Build sustainable relationships and trust with customer accounts through open and interactive communication
• To interact walk-in customers on daily basis and provide first contact resolution up to customer satisfaction.
• Handle customer complaints provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Take the extra mile to engage customers
• Provide accurate, valid and complete information in light of company standard procedures and policies

2 Self-Performance Management

• Should go extra mile to ensure customer satisfaction is achieved along with first contact resolution, positive customer feedback, serve time, time management, and keep in view that all transaction is properly marked in system without mistakes.
• Ensure an eye or check on all his performance parameters while making sure all targets are achieved keeping in view the compliance of SOPs and KE policies.

3 Greeting & Kiosk Management

• Also ensure all customer are greeted and token is served/system activity is marked to each customer as per standard SOP.
• To deal every walk-in customer politely while on kiosk, maintain a pleasant environment at service center and report repair & maintenance of fixtures if required to assistant manager.
• Ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction

Experience:

Fresh graduates or candidates with 1-2 years of proven customer support or client service representative experience

EDUCATION: Minimum bachelors degree required from HEC recognized institute

Knowledge:

• Understanding of Tariff
• Ability to read and understand consumer statement and bill
• New connection & Billing Process
• Basic understanding of KE network
• System (SAP) Hands-on
• Customer service skills
• Familiarity with CRM systems and practices