Job Description - Teleservice CSR

Position: Customer Service Representative - Outbound/Inbound Teleservice Process.

Responsibility: Perfrom Teleservice exercise on a Monthly Basis.

Primary Functions/Responsibilities:

- Attend Educational & Training Programs based on Product Knowledge & Skill Sets required to perform work.
- Achieve Test Scores above 90% to be eligible for On Job Training Certification (OJT).
- Generate Average Business for OJT certification.
- Entitled for Bonus & Incentives based on deliverance above benchmark set at start of the Month based on criteria.
- Refresher Training Programs will be compulsory based on the feedback received from the Quality Team.
- Use of Telephone Headset & Computer Training for usage of CRM will be provided by respective support departments.
- Reporting will be to Team Leader of the process.
- Performance will be measured on Daily, Weekly, Monthly & Quarterly basis.
- Job Profile: Teleservice executive to perform conversation over a telephone with prospects, sharing information for their account details, conduct Customeromer service, complaint management, escalation etc…related to service, across Industry like Banking, Insurance, Telecom, Retail, Market Research, Manufacturing etc.
- Capturing information on Online Tool related to the conversation with prospects.
- Listening to the voice calls & improvising.
- Reporting to work on time & delivering the desired Login Hrs, Talk Time & Presentations as per the process requirement.
- Growth Path: From CSR to Sr. CSR to TL.

Critical Attributes/Competencies:

- Language: Fluency in Hindi & Favorable Understanding & Conversational attribute in English. Mother Tongue beneficial for Other States Tele conversation.
- Writing: English for capturing information on an Online Application form for each transaction/conversation with prospects.
- Math’s: Read Price Tables and apply mathematical formulas to arrive at correct price or amount as per the product range or payment defaults charges.
- Internet Browsing: Should have an internet email ID & able to browse search engines. Average typing Speed.
- Conversational Skills: Able to ask questions and acknowledge answers. Patience in listening and strike with relevant answers. Summarize the conversation and share the solutions with the Customeromer.
- Willingness to Learn: Body language showcases interest in Learning & taking feedbacks for self improvement.
- Experience: Shares integrity details on any past assignments at a professional level or a stint at Academic level.
- Education: Holding Higher Secondary Certification - HSC or Diploma for 2 years. Pursuing Graduation or a Graduate of any stream will be added advantage.
- References: Shares references for character verification.

Terms & Conditions Apply: Candidates have to fill in an Online Application Form at Eureka OSL prior to next level of interview. Interviews will be conducted based on the Standards set by Eureka OSL and holds the rights to decide on the recruitment of those selected candidates. Any recommendation letters will not be entertained if found not meeting the Eureka OSL standards of employment levels. Eureka OSL solely recruits based on the Client requirement as it’s an outsourcing firm and reserves the right to make changes in the JD on periodical basis