The Operation Customer Expert is responsible for providing professional and quality customer service both internally and externally. The OCE will be responsible for customer support at the designated touch point. The OCE must get full understanding of customer's enquiry and attend to the customer, solving the issue and log it on CRM/Client tool and all

other systems as need be.

Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document)

Managerial Responsibilities(If application)

• No supervisory responsibility

Functional Responsibilities

• Provide one-stop customer support for allservices by responding to customer contacts within defined SLAs

• Resolving all complaints, concerns and issues in a timely and diplomatic manner. Conduct activities in a

professional manner

• Demonstrate knowledge of service standards or service level agreements.

• Demonstrating knowledge of impact of providing professional service to Customers.

• Understanding the importance and impact of first call resolution (FCR).

• Working with the Team leader on performance improvement as an individual and with the team as a whole

• Ensuring complaints/concerns are resolved or escalated in a timely manner.

• Providing timely notificationsto management of negative trends, urgency of issue, or extent of required follow

up.

• Determining when a problem requires action from a higher level of authority.

• Participate in regular team meetings.

• Educate customers about terminology, features and benefits of productsin order to improve customer

education and satisfaction.

• Updating client comments, complaints, reports and compliments on all relevant Systems.

• The job holder will be expected to identify and highlight to the CE leader, all emerging service issues of general

or unique nature; that may require support, upgrade or restructuring of services in order to meet customer

needs.

• Resolve customer query on first contact and keep the promise of query/problem resolution for escalated cases.

• Take full ownership of customer cases that land and handover unresolved cases at end of day

• Confirm client information and update on existing database.

• Enhance customer loyalty and upsell accordingly.

• Record information on reason for contact – service request, enquiry or complaints.

• Actively participate in process improvement meetings as required. Attend team briefs{BOD/EOD} and QA calibrations

sessions when called on.

Standard General Security Roles and Responsibilities

• Understand and adhere to policies, guidelines and procedures pertaining to ethics and compliance, and to the protection

of Information Assets, integrity of customer transactions, proper and ethical utilization of access privileges and resources

provided to perform the role. Fully comply with all provisions of the Company Code of Conduct, Acceptable Use Policy

and Confidentiality Agreement.

• Protect company assets,systems, proprietary and confidential information in accordance with Teleperformance

Confidentiality policy and Corporate Information Security Policies and Procedure

• Proactively report actual orsuspected ethics and compliance violations, vulnerabilities, security incidents and breachesin

the confidentiality, integrity or availability of Information assets as per the Company’s Incident Reporting Process.

• Process personal data, client data and employer business specific data in accordance with customer contracts, company

guidelines and state/national requirements

Physical Demands & Work Environment

• While performing the duties of this job the employee requires mobility, the ability to distinguish letters, numbers and symbols as well as hand/eye coordination. The employee regularly sits for long periods of time. The employee is

occasionally required to stand, walk, and reach with hands and arms. The employee regularly uses office equipmentsuch

as multi-line telephone systems, copy machine, calculator. Employee will regularly use a computer for extended periods

of time.

• The physical demands described here are representative of those that must be met by an employee to successfully

perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with

disabilities to perform the essential functions.

• All of the above job duties may be changed/modified/deleted at any time by the Company; any other job duties may be

assigned as needed.

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Operations Customer Expert BPO

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