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| Company:: |
CONVERGYS India Services Pvt Ltd |
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| Position:: |
BPO Jobs for Freshers at Convergys |
Experience |
0-2 yrs |
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Location |
Gurgaon, Mumbai |
Education |
Any Graduate - Any Specialization |
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JobPosted Date |
14-04-2009 |
Functional Area |
Customer Care |
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| Company Profile |
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Convergys Corporation is a global leader in providing customer care, human resources
, and billing services. Convergys combines specialized knowledge and expertise with solid execution to deliver outsourced solutions, consulting services, and software support. Clients in more than 70 countries speaking nearly 35 languages depend on Convergys to manage the increasing complexity and cost of caring for customers and employees. Convergys serves the world's leading companies in many industries including communications, financial services, technology, and consumer products.
Convergys is a member of the S&P 500 and a Fortune Most Admired Company. Headquartered in Cincinnati, Ohio, Convergys has approximately 74,000 employees in 77 customer contact centers, three data centers, and other facilities in the United States, Canada, Latin America, Europe, the Middle East, and Asia. For more information visit www.convergys.com |
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| Job Description |
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Interface with customers via inbound or outbound calls or the Internet for the purpose of passively (i.e., order taking) or actively selling products and services. Responsibilities include processing customer orders and sales providing and receiving various information up-selling client products plus handling miscellaneous customer service and general information calls via the phone or Internet.
Principal Duties and Responsibilities:
Greet customers in a courteous, friendly, and professional manner using agreed
upon procedures.
Listen attentively to customer needs and concerns; demonstrate empathy.
Clarify customer requirements; probe for and confirm understanding of
requirements or problem.
Meet customer requirements through first contact resolution.
Confirm customer understanding of the solution and provide additional customer
education as needed.
Prepare complete and accurate work and update customer file.
Communicate effectively with individuals/teams in the program to ensure high
quality and timely expedition of customer requests.
Effectively transfer misdirected customer requests to an appropriate party.
Contribute ideas on ways to resolve problems to better serve the customer
and/or improve productivity.
Participate in activities designed to improve customer satisfaction and
business performance.
Place and/or receive customer inquiries that may require deviation from a
script or sales flow process.
Provide answers and/or advice to customers based on their particular
requirements and customer profile.
Update customer records.
Troubleshoot, research and analyze customer problems with installation,
billing, service upgrades/downgrades and disconnects.
Conduct needs-based selling by using non-scripted probing techniques to
determine customer needs and to offer the most appropriate product or service
to address their needs.
Maintain broad knowledge of products, pricing, promotions, procedures, and
other important issues through management communications, meetings, client
focus groups, and formal training. |
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| Candidate Profile |
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Education & Professional Certifications:
Graduation;
10+2+1 year International call center experience;
10+3+1 year International call center experience;
Candidate Profile:
Knowledge of basic computer operations.
Willingness to rotate shifts, as needed.
Ability to learn.
Courteous with strong customer service orientation.
Dependable with proficient attention to detail.
Good listening and responding skills.
Possess a drive to achieve as well as insight into self and others.
Good sales skills with the ability to be flexible.
Environment, Physical & Other Requirements:
Ability to perform light hand activity work at a computer/telephone station in
an office environment. Position is primarily sedentary. May stretch or stand
at workstation for short periods at employee's option, as long as such activity
does not detract from the employee's work, or interfere with other employees. |
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| Contact Detail |
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