QUALIFICATION:
To resolve assigned tickets in adherence to agreed SLA and quality standards of the company .
(1.) To maintain high login Efficiency (Availability) for customers
(2.) To resolve tickets within agreed SLA of ticket volume and time.
(3.) To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.
(4.) To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases.
(5.) To update worklogs and follow shift/ escalation process and process compliance.
(6.) Work on value adding activities such Knowledge base update & self development.
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