Job Description

SKY Service – Distribution – SME Grade: M1/M2

Job Role

• To Attend the inbound calls of customers in Retail Assets/Retail Liabilities and process the queries & requests to customer's satisfaction
• To identify and convert the opportunities for cross selling (banking product) on customer's call
• Responsible for quality communication and customer servicing within laid down productivity and service benchmarks.
• Ensure customer “delight” and consistent service experience, including timely resolution of customer queries/issues.
• Complete the logs specified by the process (End-of-day target)
• Adherence to Information Security norms & quality process norms.
• To be aware of and comply with any updates about the process
• Act on the feedback given by Team Leader/Team Coach or Quality or on the coaching provided to the team as guidelines for improving performance

Subject Matter Expert (SME) will support Team Leader in improving and maintain performance as below

• Timely Processing of Requests in the CRM – Siebel
• helping officers with knowledge by conducting 1-1 sessions

• Graduate
• Preferably 1-2 years with 6 months which should to be in customer service role - Understanding of call center industry an advantage
• Excellent communication skills – Verbal & Written
• Flexible to work 24/7 (For Females: 7AM till 8PM) including Sunday/holidays
• Flexible to get scattered 8 Week Offs in a month with 9hours shift
• Good listening skills and strong communication abilities.
• Be Confident and willing to learn with a flair for knowledge. Possess an upbeat, positive can-do attitude & works with integrity
• Team Player, collaborative Self-motivated person including the ability to act as a role model within the organization.
• Should be able to establish rapport quickly with peers

• Handle inbound customer calls and provide excellent customer service, ensuring a positive experience.
• Offer expert guidance and support on distribution/retail liabilities, addressing customer queries and concerns.
• Maintain a thorough understanding of Sky Channel services and products, staying updated with any changes or new offerings.
• Collaborate with other teams, such as sales and operations, to ensure a seamless customer journey and efficient issue resolution.
• Document and escalate complex or unresolved customer issues, ensuring they are addressed promptly.
• Provide regular feedback and insights to the management team, contributing to process improvements and customer satisfaction.
• Uphold the company's values and maintain a professional, friendly, and helpful demeanor at all times.
• Ensure compliance with all relevant regulations and internal policies, especially regarding customer data protection.

• Prior experience in a customer support role, preferably in a contact center environment, is essential.
• In-depth knowledge of distribution and retail liabilities, with the ability to provide expert advice.
• Excellent communication skills, both verbal and written, with the ability to explain complex concepts simply.
• Strong problem-solving abilities and a customer-centric approach to issue resolution.
• Proficiency in using various customer support tools and systems, including CRM software.
• Ability to work independently and manage a high volume of customer interactions efficiently.
• A proactive and positive attitude, with a passion for delivering exceptional customer service.
• Willingness to continuously learn and adapt to new processes and technologies.
• Fluency in English is required, and proficiency in other languages is an advantage.