EXL is hiring Executives for their Utilities division in Pune, India. This role involves handling customer queries via chat, ensuring service quality, managing contracts, and maintaining customer satisfaction metrics.
| Job Description | Details |
|---|---|
| Company Name | EXL |
| Post Name | Executives |
| Career Field | Operations Management |
| Job Number | EXL/E/1087246 |
| Job Location | Pune, Maharashtra |
| Required Experience | 1 – 2 Years |
| Number Of Positions | 11 |
| Band | A1 |
| Employment Type | Permanent |
| Max CTC | INR 4,50,000 – 5,50,000 per annum |
| Complexity Level | Voice CEF B1, Complexity Level 2 |
| Work Type | Work From Office – Fully Working From EXL/Client Offices |
| Organizational Group | Operations Management |
| Sub Group | Emerging Business Unit |
| Organization | Utilities |
| LOB | Voice |
| SBU | Operations |
| Country | India |
| City | Pune |
| Center | IN Pune C4 |
| Skills | Excellent written and verbal communication, Chat Ops, Voice and Chat (Blended) |
| Minimum Qualification | Graduate |
| Certification | No data available |
| Requisition Type | New |
| Job Description | Role involves handling customer queries via chat, managing contracts, ensuring service quality, and meeting SLA targets. |
| Workflow Type | Voice |
Role Overview:
As an Executive in the Utilities division at EXL in Pune, you will be responsible for interacting with end customers via chat. Your primary duties include addressing customer queries related to property visits, managing contracts, and ensuring customer satisfaction.
Key Responsibilities:
- Manage customer chats to resolve queries related to services and contracts.
- Ensure high-quality interactions and adherence to customer service standards.
- Handle customer authentication and verify details effectively.
- Provide accurate and timely information using system-generated tools.
- Ensure compliance with company policies and procedures.
- Achieve targets in accordance with Service Level Agreements (SLAs).
- Maintain excellent attendance and punctuality.
Performance Metrics:
- Average Handle Time
- Quality Assurance (Finished Product Quality)
- Authentication and Soft Skills Measurement
- Attendance and Schedule Adherence
- First Chat Resolution
- Customer Experience (NPS)
Required Skills:
- Excellent written and verbal communication skills.
- Proficiency in chat operations and managing voice and chat interactions.
- Ability to resolve customer queries efficiently in the first contact.
- Familiarity with desktop procedures and process transactions.
- Adherence to process excellence standards.
About EXL:
EXL is a leading operations management and analytics company that helps businesses enhance customer experience and operational efficiency. Join EXL’s Utilities team to contribute to customer satisfaction and operational excellence.
Important Note While Applying for Jobs:- Do read all the instructions and requirements carefully to apply for the job. All the communications from the organization will be on your registered Email ID. Keep Checking your Mailbox for the next round details once CV is shortlisted.
Important Notice and Disclaimer:- CareerBoostZone platform is a free Job Sharing platform for all the Job seekers. We don’t charge any cost and service fee for any job which is posted on our website, neither we have authorized anyone to do the same. Most of the jobs posted over Seekajob are taken from the career pages of the organizations. Jobseekers/Applicants are advised to check all the details when they apply for the job to avoid any inconvenience.
Important Notice and Disclaimer:- CareerBoostZone platform is a free Job Sharing platform for all the Job seekers. We don’t charge any cost and service fee for any job which is posted on our website, neither we have authorized anyone to do the same. Most of the jobs posted over Seekajob are taken from the career pages of the organizations. Jobseekers/Applicants are advised to check all the details when they apply for the job to avoid any inconvenience.
