Customer Service Executive

About the Company:
iEnergizer is a leading Business Process Outsourcing provider (“BPO”) of customer management solutions dedicated to delivering performance while actively supporting and advocating our client’s brand. iEnergizer helps our Partners acquire, support, retain, and grow their markets by providing complete life-cycle customer support services. From sales to customer care, technical support and back-office services, iEnergizer provides client-centric solutions to a partner base that includes a number of Fortune 500 companies operating within different industry verticals including: Healthcare Payers and Providers, Banking, Financial Services, Insurance, Gaming, Publishing and Legal. We don’t consider ourselves simply an outsourcing provider. We are a trusted partner who acts as an extension of our clients' operations. iEnergizer provides our clients with high-quality service, while lowering operating costs in an innovative atmosphere that focuses on an exemplary customer experience, combined with continuous
improvements in key business impacts. Being a mid-sized company enables us to offer clients the best of both worlds—the resources to provide a scalable environment, combined with an infrastructure that allows us to remain nimble and customer-focused.

Website: www.ienergizer.com

Job location: Noida

Desired Experience: 0-2 Years

Course Specialization: Any Graduate/ Post Graduate

Probation Period: 3 Months

Training Period: 45 days

Salary: INR 3.84 LPA – INR 4.08 LPA
        
(The final CTC will depend upon candidate’s performance in the interview and will be at the company’s discretion)

Bond: None

Tentative date of joining: Immediate

Tentative date of interview: Will be communicated post registration window is closed.

* The shortlisted candidates will be sent Admit Cards/Call Letters on their registered mail Id, which they will need to, carry on the date of Interview. No candidate will be entertained by the company without the formal intimation from Aspiring Minds.

Job Description:

Description:
CS, Executive functions as the first line of support for players looking for assistance with their games. Advisors are required to be flexible and open to providing support over web (email & chat) and phone channels. They will be handling in-game, accounts & billing and technical related queries of players. Shortlisted profiles need to be dynamic and flexible so that they can stay on top of player impacting issues and communicate internally to share upcoming developing trends and issues. The job objective basically involves, ‘To Deliver the world’s best customer experience for the world’s best games’.

Day to Day Activities:  
- To follow the work schedule as circulated/communicated
- To report to work at least 15 minutes prior to shift start so as to allow taking part in pre-shift briefings. Any late comings should be duly informed to the supervisor
- Login to the designated tool and fulfil the daily/ weekly login requirement
- Work towards meeting and exceeding the targets provided as per the performance scorecard parameters/KPIs communicated.
- To escalate issues and seek assistance from the Team Leader or the supervisor in case of customer queries and any other issue which needs to be attended
- To attend all the weekly/Daily Quality, Product, briefing/debriefing sessions as and when they occur
- To update oneself of any changes in the process. Attempt all the Training roll outs and successfully clear the assessments as and when they are shared in the program
- To adhere to the company and process specific policies and guidelines (HR policies, Administration guidelines, Work Place Floor Norms, Leave Policy and Compliance policy etc.)
- Following a proper channel for escalating issues. (Ensure a proper hierarchy is maintained)
- Based on program requirement Advisors can be shuffled between different LOB’s

Responsibilities:
The responsibilities of Advisor role entail the following:
- Complete login time (daily/ weekly) in Omega
- Adhere to the KPI requirement related to CSAT, Quality, AHT, ACW
- Follow the assigned roster, adhere to assigned schedules
- Bring any developing trends in the queue to TL/ Manager’s attention
- Follow professional ethics while interacting with customers
- Secure customer information (do not share any such information in any form or manner)
- Participate actively in succeeding and growing with the organization

Additional information: Background check to be completed for all shortlisted profiles.

Interview Process:
- 2 HR Rounds
- Operations Round for fresher