Customer Care Representative

Our employees are our company's greatest asset - they are our real competitive advantage. We possesse immense power of innovation, immagination and a desire to attract and retain the best; provide them with encouragement, stimulus, and make them feel that they are an integral part of the company's mission.

Purpose:

We are looking for change agents who are accountable, pleasant, honest and passionate about a career in Customer Services. This position is responsible for all the direct interactions of walk in customers at service centers while ensuring first contact resolution and positive feedback. This position is the face of the company which develops brand image of the company, while ensuring customer centricity being basic requirements for this role .

Education:

Minimum bachelors degree required from HEC recognized institute

Areas of Responsibilities:

1    Operational Excellence & Customer Experience

     •    Act as a liaison, provide services, information and resolve any problems that our customer face with accuracy and efficiency.
•    Build sustainable relationships and trust with customer accounts through open and interactive communication
•    To interact walk-in customers on daily basis and provide first contact resolution up to customer satisfaction. 
•    Handle customer complaints provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
•    Take the extra mile to engage customers
•    Provide accurate, valid and complete information in light of company standard procedures and policies

2    Self-Performance Management
•    Ensure an eye or check on all his performance parameters while making sure all targets are achieved keeping in view the compliance of SOPs and KE policies. 
•    Should go extra mile to ensure customer satisfaction is achieved along with first contact resolution, positive customer feedback, serve time, time management, and keep in view that all transaction is properly marked in system without mistakes.  

3    Greeting & Kiosk Management
•    To deal every walk-in customer politely while on kiosk, maintain a pleasant environment at service center and report repair & maintenance of fixtures if required to assistant manager. 
•    Also ensure all customer are greeted and token is served/system activity is marked to each customer as per standard SOP.
•    Ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction

Experience:

Fresh graduates or candidates with 1-2 years of proven customer support or client service representative experience 

Knowledge:

•    Basic understanding of KE network 
•    Understanding of Tariff 
•    Ability to read and understand consumer statement and bill 
•    New connection & Billing Process
•    System (SAP) Hands-on
•    Customer service skills
•    Familiarity with CRM systems and practices

KE provides equal employment opportunity (EEO) to all persons regardless of age, color, origin, physical or mental disability, race, religion, creed, gender, marital status, status with regard to public assistance or any other characteristic protected by federal, state or local laws.