- The Jobholder serves customersmembers by determining requirements, answering inquiries, resolving problems, fulfilling requests, and maintaining database. He / She should provide accurate and information to customers.2. RESPONSIBILITIES AND DUTIES- Receive in-bound calls from customers and prospects through voice, Chat, e-mail and web while maintaining established standards for number of calls, pick-up time, duration of call, quality of call etc.- Should escalate all discrepancies encountered in TOB (Table of benefits), Ntouch Parameters and Network issues with the concerned departments.- Provide high quality customer service by answering customer enquiries efficiently and politely with correct and complete information and redirect them where appropriate.- Provide high quality customer service by handling customer service requests as defined in the Call Center Knowledge Base efficiently and accurately with relevant necessary documentation.- Provide first level support for all technical and functional queries related website and mobile application- Migrate customers to Alternative Distribution Channels including website and mobile application.- Handle customer complaints to the satisfaction of the customer within the defined authority limits and escalate more complex complaints where appropriate.- Continuously learn to keep up-to-date with changes and developments to services and procedures.- Handle light back office work related to follow-up and customer complaints.- Maintain confidentiality of the company’s customers and data.- Adheres to the assigned shift schedule and avoid any late attendance

- Handle sudden rush of calls, stressful periods, and call volume pressure- The incumbent will need to solve customer problems, handle irate customers.- The incumbent will be dealing with customers from different languages, accents and cultures.- Follow up customer calls where necessary