Executives
- EXL
- 0 - 1 years
- Pune
- 2 months ago
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Job Description
Group Emerging
Sub Group Emerging Business Unit
Organization Utilities & Others
LOB Voice
SBU Operations
Country India
City Pune
Center IN Pune C4
Skills
Skill
Chat Process Should be able to communicate very clearly Computer Literate Performer
Minimum Qualification
Graduate
Certification
No data available
Job Description
To work on Chats (B2B) for a UK Energy Customers. Need to good writing skills (CEF- B1-5)
Brief Overview of the Process
The UK energy market is deregulated, enabling customers to choose their energy supplier for both gas and electricity.
OVO is moving towards servicing a customers needs across products, as customers can now choose to manage their products through a single bill . You will now be expected to manage customer billing fallouts for both gas and electricity. This process involves the following key activities
To manage transactions for gas and electricity customers. You will be routed exceptions around allocating payments to the related accounts
Performance Parameters
SLA metrics Productivity, Speed, Accuracy, Dual concurrency Chats
Attendance
Schedule Adherence
Role Responsibilities
Ensure that process is followed when working on Chats
Ensure that the assigned targets are met in accordance with SLA and Internal standards
Ensure that the quality of transaction is in compliance with predefined parameters as defined by Process Excellence
Ensure adherence to established attendance schedules
Ensure adherence to Company Policies and Procedures
Primary Internal Interactions
AM for the purpose of reporting performance, escalation handling, clarifying concerns, and seeking feedback and support.
Manager for the purpose of settling issues left unresolved by the AM and monthly evaluation of performance
CCEs (Team Members) for the purpose of seeking cooperation & clarification on process-related matters & providing assistance and support when required.
Subject Matter Expert for the purpose of work thread related issues and escalated transactions
QCA for the purpose of feedback and audit
Trainers for the purpose of Pre-process and Process training
Primary External Interactions
Escalation teams at the client end for the purpose of seeking clarifications & answering queries
SME / Trainers at the client end for training
L&S-DA-Consulting
Job Classification
Industry: Software ProductFunctional Area / Department: Customer Success, Service & OperationsRole Category: Operations SupportRole: MIS ExecutiveEmployement Type: Full timeContact Details:
Company: EXLLocation(s): Pune+ View Contact
Keyskills: Executives
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