Job Description:• 100% of production time to be spent logged in on calls or web chat
• Answer calls, chats & mails with an approach to deliver positive customer satisfaction
• Articulate complex client plans and provisions in a simplified and understandable manner helping participants make an informed decision
• Focus on First Call resolution & accurate research initiation
• Maintain internal & client defined quality on calls
• Understands and contributes positively in meeting client SLA’s & targets
• Adheres to Customer Service Attendance & Accountability policies
• Ensures Customer Service Representative, Team & Client level targets (Customer Satisfaction, Service Level %, Average Handle Time, Session Time, Wait Time, First Call Resolution, Abandon Rate, Call back timeliness etc.) are met or exceeded consistently
Take complete ownership of self-learning & development
Qualifications:• Excellent verbal and written communication skills with least grammatical errors
• Basic computer operating skills required (MS- Office Applications)
• Appropriate Typing speed to be able to efficiently manage documentation during/post interaction
Location: This position can be based in any of the following locations:
Chennai
Current Guardian Colleagues: Please apply through the internal Jobs Hub in Workday
