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Key Responsibilities Handle inbound/outbound voice calls or email for resolving customer queries Listen to and understand customer requirements Provide product/service details and benefits to customers Provide end-to-end solutions to the customer Ask the correct questions probing and prompting the customer wherever required Timely and accurate capturing of all information given by the customer Timely follow-up with brands as per escalation matrix till closure Stay current with knowledge of products, processes, and services offered by the client Ensure full adherence to all quality parameters and SOP Co-operate with other team members, SMEs, and Team Leaders Ensure 100% adherence to schedule Escalate the call to the Team Leader/Manager wherever desirable Handle irate/demanding customers in a tactical manner Skills & Competencies Good typing skills Minimum 15 WPM / 75% accuracy Adept at operating computers; familiarity with the internet is desired Process orientation and systems thinking Average to good communication skills in English and Hindi Pleasing telephone etiquette and customer focus Willingness to learn