Smartedges Solution Reading, UK
Job Description: Good verbal and written communication skills with good Analytical & Judgmental Skills Good Knowledge of Products and Processes Ability to analyze and solve technical problems. • Good working knowledge of computer i.e., MS-Office(Word ,Excel –Charts, Pivots etc.), Operating Systems, internet services & Online tools. • Excellent spoken English and written communication skills. • Ability to work in a team aiming to achieve daily set targets. • Ability to interact with internal & external customer while seeking information. • Candidate should possess fair written skills for business to business interactions & good secondary research skills. •Process Approach and comprehension of customer requirements. •Mature individual with ability to work & communicate with people across the production floor •Handle escalations and assist agents. •Good Presentation Skills. •Energy and Utilities process background is a must. •Knowledge of either credit collections, transfer-setups or billing queue is a must •Needs to be neutral /unbiased while monitoring in interest of the process and delivery. •Data integrity ,Confidentiality & Ownership of data provided and reported to Leadership ,MIS & Management team Monitor the performance of associates & coach them, if and when required. • Process Training/OJT for New Trainees • Processing/escalations & the rest on coaching & floor support. • To be visible and available for both internal and external customers. • Demonstrate good business decisions, pro-active problem solving and relationship building. • Encourage and support CSR’s during difficult situations. • Prepare training need/top defect analysis analysis for the floor • Provide constructive feedback for performance improvement. • Coordinate operations center activities and serve in leadership roles. • Ability to go beyond the call of duty in times of business exigencies. • Minimal Calibration Variance in monitoring.