An esteemed Client of Foxbrains.
FoxBrains Consulting empower individuals, organizations and businesses with our unique services. Diversification being our core strategy. We specialize in recruitment, campus drives and training services. Our mission is to provide quality resources and services.
We are committed for quality performance and we assure you of a high level of integrity and speed in the assignments we undertake. The only constant in business is change, with a highly mobile workforce, changing demographics and more choices than ever before, organizations are demanding more and individuals expect more.
Job Description
The Company aims to be a global and leading provider of premium Concierge & Lifestyle & Medical assistance services to key target client segments. This position is responsible for delivering professional and expert Concierge and Lifestyle / Medical Assistance services to our client's customers.
To be responsible for the day-to-day management and development of Concierge & Lifestyle or Medical Assistance Case Management.
Specific Responsibilities
- To ensure that mandated service levels are adhered to on an individual, shift and team basis.
- To provide services within the contractual scope of services.
- To deliver the highest quality of service to clients and ensure high customer satisfaction.
- To document all manners related to each request for assistance using the forms and Systems made available by the Company to ensure continuity of service 24 hours a day.
- To ensure and fulfill service requests from Intl. Client's clients by manning the telephone, SMS, web chat and other communication systems in the manner prescribed in the Intl. Client's procedure manual and communicate all file information to all relevant parties.
- To manage cases in a professional and timely manner according to Company quality standards.
- To up-sell Concierge & Lifestyle or Medical services through intelligent and warm Conversation with customers to understand their unspoken needs.
- To contribute to the financial viability of the Company by providing the billing department with updated billing instructions, by providing the accounts department with relevant information on services providers/correspondents used and by securing payment prior to delivery of services to non-members.
- To represent the client’s branding.
- To protect all customers personal data at all times and escalate when there is an incident.
- Assist in the expansion of the Intl. Client's network by extracting all relevant information on new service providers from the case files and channel this information to Global Assistance Network Team.
- Cultivate the Intl. Client's network of service providers and correspondents by building and maintaining a professional working relationship with them in the course of case handling.
- To support shift leaders, supervisors, AOM/ OM to achieve target service delivery and financial goals.
Other Duties :
- To work within and adhere to all Intl. Client's’s policies and procedures.
- To own and manage specific customer programs assigned.
- To stimulate team work with all departments.
- To carry out any other reasonable duties as requested by the reporting manager and other senior management members.
- To work as per the roster of the duties to fulfill the needs of the post.
- To be on-call as directed by the reporting manager and give advice to callers accordingly.
Qualifications
Graduate / Post- Graduate
Additional Information
- Must have 1 to 4 years customer service experience
- Should possess excellent communication skills
- Should be a good listener
- Should able to handle domestic / International customer's queries
- Relevant experience in Travel, Tourism, Hospitality, Retail, Hotel / Guest Services.
- Keen interest in worldwide lifestyle (shopping, sports, culture, travel etc).
- Ability to work independently and perform well with little supervision.
- Able to work in a calm, logical and professional manner at all times.
- Ability to multitask and handle multiple requests at the same time.
- Be detail oriented and collect all required data to ensure that the highest standards of service are met.
- Have excellent computer skills; proficient in using the internet for information gathering; good skills in Microsoft offices i.e. words, excel.
- Good telephonic etiquette.
- Creative & out of the box thinking.
- Excellent verbal & written communication skills (English).
Salary: CTC - INR 2,00,000 - 3,50,000 P.A. Best in the industry
Industry: BPO, Call Centre, ITeS
Functional Area: ITES/BPO/KPO, Customer Service, Ops.
Role Category: Voice
Role: Associate/Senior. Associate -(NonTechnical)
Keyskills: Customer Service, Customer Service Executive, Customer Support, Customer Care
mail : jobs@foxbrains.com
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