BPO Executive-CRM Domestic Non-Voice (Customer Service Associate, Customer Service Representative).


  • Greet customers and verify their details, following your organization’s procedures
  • Read carefully, summarize, and obtain customer confirmation of, your understanding of queries
  • Express your concern for any difficulties caused and your commitment to resolving queries
  • Record and categorize queries accurately using your organization’s query management tool
  • Refer queries outside your area of competence or authority promptly to appropriate people
  • Access your organization’s knowledge base for solutions to queries, where available
  • Resolve queries within your area of competence or authority in line with organizational guidelines and service level agreements (SLAs)
  • Obtain advice and guidance from appropriate people, where necessary
  • Obtain confirmation from customers that queries have been resolved to their satisfaction
  • Record the resolution of queries accurately using your organization’s query management tool
  • Comply with relevant standards, policies, procedures and guidelines when dealing remotely with customer queries

Organizational Context (Knowledge of the company/ organization and its processes)


  • Your organization’s standards, policies, procedures, guidelines and service level agreements for dealing with customer queries and your role and responsibilities in relation to these
  • Your organization’s management tools and systems for recording, categorizing and resolving customer queries
  • The importance of documenting, classifying and prioritizing customer queries
  • Your organization’s knowledge base and how to use this to identify solutions
  • Where to refer queries outside your authority
  • Who to seek advice and guidance from
  • The importance resolving customer queries
  • Standard tools, templates and scripts available for dealing with customer queries
  • Limits of your role and responsibilities in relation to customer queries
  • The importance of keeping customers informed about timescales for progress and resolution of customer queriestypical response times for customer queries and the importance of these

Technical Knowledge


  • Relevant standards, policies, procedures and guidelines that apply when dealing with customer queries
  • Relevant product reference guides or support materials to resolve queries
  • Common types of customer queries and how to resolve them
  • Different styles and approaches when working with customers
  • Techniques for conveying concern and commitment
  • Different questioning techniques for understanding customer queries
  • Issues that may affect customer satisfaction and how to deal with these current practice in customer service

Skills


  • Writing Skills : communicate with others in writing complete accurate well written work with attention to detail
  • Reading Skills: Read instructions, guidelines, procedures, rules and service level agreements
  • Oral Communication (Listening and Speaking skills): listen effectively and orally communicate information accurately ask for clarification and advice from others

Professional Skills


  • Decision Making
  • Plan and Organize
  • CustomerCentricity
  • Problem Solving
  • Analytical Thinking
  • Critical Thinking
  • Attention to Detail
  • Team Working