Contact Center Operations
Hinjawadi, Pune
2 years
Lead ManagementCRM software by Suite Inc.SMS GatewayCustomer ServiceWritten CommunicationData EntryStandard Operating Procedure (SOP)Appointment SettingEnglish Typing (50 WPM)Quality AssuranceAverage Handling Time (AHT) AchievementSchedule AdherenceGoogle Cloud FundamentalsMicrosoft AzureHardware KnowledgeDell computersVMware InfrastructureCitrix Platform ManagementAdaptabilityCollaboration
Job Description:
How will you make an impact?
- Input leads responses, notes, and disposition statuses into the assigned incoming lead profiles.
- Utilize systems to gather and confirm information prompted by incoming SMS/email.
- Provide exceptional customer service, and written communication skills while working independently with discipline and motivation to succeed in a virtual environment.
- Read and comprehend previous "Lead to Concierge" interactions to accurately continue the conversation to determine a qualified or unqualified lead.
- Coordinate and confirm incoming leads that inquire about national services provided by our clients.
- Accurately document all conversations according to standard operating procedures in our console.
- Thoroughly follow client and department standards and system procedures.
- Display a positive team focused attitude with the ability to adapt and embrace change to fit business needs.
- Thrive in an ever-growing and ever-changing environment.
Have you got what it takes?
- High school diploma or equivalent required (graduate)
- Minimum 2-4 years of previous experience working in customer service required.
- Ability to type 30 WPM required. (recommend increasing to 45 – 50 WPM)
- Your performance will be measured by
- Quality 85% or higher
- AHT 45 seconds
- Schedule adherence 93%
- Accurately schedule appointments
- AWS, Azure, HP, Dell, VMWare, and Citrix certifications are a plus
What’s in it for you?
Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NiCE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NiCEr!
