Customer care executive

. Answers incoming customer calls with a friendly and positive manner and provide outstanding service to the customer throughout the duration of the call.
• Respond to incoming calls from the customers to solve queries and provide alternative options and also change any account information upon customer’s request.
• Ensure resolutions are provided keeping in mind call control and call duration as prescribed by the client SLA.
• Ensure all information provided is post verification and authentication as per the Data Protection Act.
• Update the client software with customer information, queries and Service requests.
• Provide new thoughts and ideas for process improvements
• Work in conjunction with process requirements and metrics (SLA).
• Forward customer feedback (VOC) to the supervisors for concerns / suggestions raised by the customer.