Experience: 0-3
Job Description:
Responsibilities of an inbound call center agent
Answer incoming calls from customers to attend service inquiries and questions, handle complaints, troubleshoot problems and provide information.
Main Job Tasks and Responsibilities
- Support and provide superior service via phones, e-mails and faxes as a receiver and caller
- Use questioning and listening skills that support effective telephone communication.
- Research required information using available resources
- Use an effective approach to handle special telephone tasks like call transfers, taking messages, call backs, holds, interruptions, and unintentional disconnects.
- Understand the impact of attitude in handling calls professionally
- Provide customers with product and service information
- Enter customer information and process service transactions.
- Identify and escalate priority issues, route calls to appropriate resource
- Follow up customer calls where necessary
- Complete call logs
- Effectively deal with job stress, angry callers, and upset customers
- Use the most appropriate way to communicate with different behavior types on the telephone.
- Apply the elements of building positive rapport with different types of customers over the phone.
- Apply the proper telephone etiquette to satisfy various customer situations.
- Apply appropriate actions to effectively control a telephone call.
- Meets commitments to customers and organisation
- Other duties as assigned.
- Display Time flexibility towards shifts as per work floor requirements
Education and Experience
- Mandatory - Graduate.
- Proficient in relevant computer applications
- Knowledge of customer service principles and practices
- Knowledge of call center telephony and technology
- Six months or more experience in a call center environment
- Customer service experience
- Good data entry/keyboard skills
Key Competencies
- Verbal and written communication skills
- Listening skills
- Problem analysis
- Problem solving
- Customer service orientation
- Organizational skills
- Attention to detail
- Initiative
- Judgment
- Adaptability
- Team work
- Stress tolerance
- Resilience
Job Posted By:
IndusInd Bank IndusInd Bank, which commenced operations in 1994, caters to the needs of both consumer and corporate customers. Its technology platform supports multi-channel delivery capabilities. As on June 30, 2013, IndusInd Bank had 530 branches, and 1003 ATMs spread across 380 geographical locations of the country. The Bank also has representative offices in London and Dubai
