Customer Experience


Headcount 2

Job Responsibilities

  • KYC verify ecommerce users
  • Take corrective action in the event of fraudulent activity
  • Answer inbound calls
  • Respond to emails from users
  • Assist users/business partners/ with their concerns
  • Do outbound call

 
Qualifications

  • Undergraduate or High School diploma (with at least 2 years BPO experience), or
  • College graduate (any course with BPO experience)
  • Stable employment record
  • Ability to communicate in a respectful and assertive manner
  • Ability to communicate in English language (written and oral)
  • Ability to maintain outstanding attendance always
  • Schedule flexibility including days, evenings and weekends

 

Competencies/Personality Traits

  • Excellent computer abilities such as an understanding of Microsoft Office, email and chat technologies
  • Strong problem-solving skills
  • Basic data-entry and typing skills (can type at least 45 WPM)
  • Basic mathematical abilities
  • Strong customer service skills
  • Good negotiation skills

 
Prior Experience

  • Customer Service Experience
  • Fraud Detection
  • KYC Verification
  • Email Writing

 
Performance Measurement

  • Average Time in Queue (Wait Time)
  • Average Abandonment Rate (ABA)
  • Service Level (SL)
  • Average Speed of Answer (ASA)
  • Average Handle Time (AHT)
  • Average After Call Work Time (ACW)
  • First Contact Resolution (FCR)
  • Customer Satisfaction (CSAT)
  • Occupancy Rate
  • Agent Absenteeism (Shrinkage)
  • Agent Turnover Rate (Attrition)
  • Quality
  • Productivity (Items Worked per Hour)
  • Customer Effort Score Survey (Call and Email)


Added 3 months ago

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