Junior Executive Job in Dynpro India Pvt Ltd

Job Description

Role profile

Internal Role title : Jr. Executive

External Role Title : Customer Service Associate

Business Unit/Function ::

• International Customer Operations
• Enterprise Shared Service

Service Line/ Process/ Sub Function :

Project Name (if Applicable)

Provisioning Transition

• Consumer & CVM
• Enterprise set up
• Direct Sales
• Billing and Collection

Band: J

Role purpose: Professional investigation, analysis and resolving customer issues (if any). Provisioning order fulfillment, 3rd party detail checking, internal / external email support and escalations, Customer contact & update billing account

Key accountabilities (Role Description)

Highlight accountabilities and KPIs for the requisitioned role, which could include (but not limited to)

Typical outputs

(Key deliverables & KPIs expected from the role holder)

Impact on Business

(How would the role holder impact/scale of influence Business decisions strategic/operational)

Interfaces with Customers, Suppliers & Third parties

(Internal and external stakeholder interactions expected of this role )

Leadership & Teamwork

(Leadership Direction and accountabilities towards the Team)

Innovation & Change

(Expectations from this role in driving innovation and change)

Others

Would be responsible for handling back office queries for the UK Consumer & Enterprise customers.

They would be required to perform back office tasks to mitigate areas of customer dissatisfaction, process failure and advisor failure by conducting a full investigation.

The agent will have the following KPIs that his performance will be gauged on the below:

Quality

Productivity / Efficiency

TNPS - Touchpoint Net Promoter Score as measured through customer touchpoint survey

First Time Fix - Percentage of calls resolved on first call, as measured through customer touchpoint survey

Essential: Excellent communication skills/ Decision making ability/ Objection Handling/ Assertiveness/ Comprehension skills/ flexible in working

Desired: Previous experience with Voice or back office environment with a similar background.

Good at Excel & Ms-Office Tools

Well-informed with NZ Culture & Telecom Industry

Education/Technical/Functional qualifications and/or Professional Certifications:

Essential : Graduate

Desired: Computer skills & Minimum 1 year of experience in the BPO industry with a calling profile.

Communication - Strong Communication skills Verbal/Written, Good convincing power

Good vocabulary, Negotiation Ability

Leadership/ Team Handling experience - None

Language skills English (Neutral Accent)

Good typing skills more than 30 WPM

No leave requirements in the first 6 months post selection.

Information required for banding / grading

Note: The content of this page is not part of the role profile. Please make sure that all relevant accountabilities, competencies, knowledge and experience are included in the role profile

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